As the pre-hospital emergency medical service experienced a series of interactions, so they should be well-managed to improve the needs of patients and the quality of pre-hospital EMS. Based on the approaches of service encounter, we can further understand and guide the performance of EMT and the reactions from patients. Especially besides the technical aspect, we expected that the quality of pre-hospital EMS and the evaluation made by general people will be also emphasized. We can see that partly EMS disputive events were happened because there are some communication problems between EMT and family members. And the communication problems were almost originated from the mutual mis -understanding and self-servicing biases. The anticipation and consciousness demand difference enlarges, causes to have the dispute. The research first carries on the important instance to investigate, collect 42 senior EMT from Kaohsiung city government fire department, to provide satisfaction events 31, not satisfactory events 23 carry on the nature analysis. The reasons of satisfy or dissatisfy includes: The service attitude, rescues the specialized skill, the communication ability, extra provides the service, coordinates the patient demand, rescues factor and so on equipment and rescue time. Then depends on the obtained each factor and the reference correlation literature discussion carries on the populace to ask the volume design, asks the volume revision and the test, the populace questionnaire survey and so on. Finally analyzes the populace to ask the volume adjusts the result, to have rescued the service contact experience each factor and the populace oral traditions response relations. The research arranges part-time workers carries on the street corner to ask the volume and the recycling, total sends out 1060, recycles 928, effectively asked volume 781, invalid ask volume 147. In view of 781 effectively asked the volume carries on a letter analysis using the SPSS software, the factor analysis, the t-test, variance statistical method and so on and regression analysis. Screens affects populace oral traditions to be supposed the multiple coefficient of correlation (correlative value) respectively is: Rescues the personnel the clothing correct manners discipline (0.236), the service attitude(0.254), the first aid technology (0.351), generally rescues the equipment (0.243), the specialty rescues the equipment (0.214) and the rescue time (0.261)and so on. After regression analysis, by factor forecast (first aid technology, specialized equipment, general equipment) oral traditions response result: R2¡@¡@¡×0.137, the F test reaches extremely reveals the standard. Conclusion¡GUnder the government limited expenditure, wants to enhance the populace positive oral traditions to respond that, first should strengthen rescues the personnel the first aid technology, purchases the specialized first aid equipment and the general equipment in turn.

This study addresses how agrivisitors' social interactions affect satisfaction and, in turn, revisit intention. Adopting social exchange theory and resource theory, the study proposes that social interactions with service providers, local residents, companion visitors, and other customers influence satisfaction, which in turn affects revisit intentions. Revisit intentions, in particular, are considered as social intentions which are shared with other people who travel together. Furthermore, this study argues that the effect of social interactions on satisfaction is stronger for visitors who have greater environmental concerns than those who are less concerned. An onsite and online survey were conducted to examine the proposed model and test the hypotheses. Subjects (N= 400) were visitors who visited organic farms with their companions. Structural Equation Modeling (SEM) was used to test the proposed model and hypothesized relationships among the constructs. The analyses were performed with Analysis of Moment Structures (AMOS 7.0). One construct (i.e., social interaction with local residents) was removed due to its high nonresponse rate, so the two hypotheses associated with this construct were not tested. Other than that most hypotheses except one were supported or partially supported by the data and the proposed model also had an acceptable fit to the data. Results of the present study provide a direction for the development of a theoretical framework to understand revisit intentions by seeking to improve the social exchange relationships with visitors. In addition, practical implications are presented for organic farms involved in or considering tourism businesses.

Published Article / Given that education is a service, the postgraduate (PG) education environment has become increasingly competitive, and whilst the service quality perceptions of undergraduates have been extensively measured, similar postgraduate-based research, especially in South Africa, has been negligible. Furthermore, although the development of an ideal instrument to measure higher education service quality has also occupied the minds of several researchers over the years, not much has been achieved in the area of postgraduate research (PG) service quality. This paper presents the results of the assessment of the PG students' perception of research service quality by surveying the 2011 cohort of graduating postgraduates of one of the top five research universities in South Africa by using a specially developed postgraduate service quality measurement instrument (PSQUAL). By adapting the SERVQUAL instrument (Parasuraman, Berry & Zeithaml 1988), the PREQ (Drennan 2008) and SREQ (Ginns, Marsh, Behnia, Cheng & Scalas 2009), a 26-item postgraduate research service quality assessment instrument known as PGSQUAL was developed, validated and administered electronically to a population of 816 Master's and doctoral graduates.

I hospitalitybranschen arbetas det intensivt med att erbjuda sina gäster så bra upplevelser som möjligt. Nya teknologiska lösningar som påverkar gästers interaktion med branschen utvecklas ständigt, samtidigt som människors levnadsvanor blir allt mer integrerade med det teknologiska. Flera undersökningar visar att just teknologi inkorporerad i hospitalitybranschen är en bidragande faktor för en förhöjd gästupplevelse, men trots det är det få inom branschen som väljer att anamma den. Tron om att den typen av investeringar är allt för kostsamma, okunskap om att teknologin finns och en allt för konservativ syn är tänkbara förklaringar till att stora delar av branschen halkar efter. I uppsatsen redogörs för några i världen pågående trender och en litteraturstudie genomförs för att undersöka hur teknologi kan användas för att förhöja gästupplevelsen inom hospitalitybranschen med hänsyn till dessa trender. Uppsatsen diskuterar hur branschen är på väg att förändras och föreslår ett par exempel för hur ditt varumärke kan hänga med i utvecklingen redan idag. / B-uppsatser

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In the past, the discussions on the development of service innovation are based on the analyses of manufacturing technology innovation and introduce the concept of manufacturing innovation and the model of product innovation to explore the service innovation of service industry sectors. Also, the past discussions center on the externalities of the service providers, the peripheral factors and new services introduced or provided by the enterprises and fail to focus on the impact of the service innovation on the interaction between customer service representatives and customers. This study will explore the interaction between the service providers (customer service representatives) and service demand (customers) from a microscopic angle and also analyze what roles of service providers and service demand play in the process of service innovation development. The purpose of the study is to understand the interaction roles played by the service representatives and customers, and to analyze the development and the model of service innovation when the representatives provide service to customers. The study will also explore the process of service innovation cycle development and what the driving force is in the formation of service innovation cycle development. The research obtains the qualitative data by the analysis of case study and supplements it with Critical Incident Technique (CIT). With the half structured questionnaire, the interview was conducted with the internal staff of the service providers and customers on the spot. The study tries to find out the reason behind the Critical Incident which prompts the service providers to innovate its service and its content. By analyzing the case study and Critical Incident of the innovation, the study proposes the model of the service innovation cycle and illustrates that the formation of service innovation is enhanced by repetitive evolution of innovation. Through the process of repetition and updated innovation cycle, the service providers can seek the goal of Continuous Service Innovation and outstanding performance. The study also employs Analytic Hierarchy Process (AHP) to analyze the critical driving force of the service innovation during the service process and the meaning each represents.

Police officers on-site service eccounters are the service quality for the moments of truth . For face to face contact with the process of understanding and control, affect the public perception of service quality.In this research,according to the perspectives of police officers service encounters,through the public and their experience of interactive codes, enhance the public satisfaction with the police officers. Study aimed to survey the public and police officers interactive codes of service eccounters in their role of symbol,and probe into the different levels between the public and police officers interactive codes of service eccounters, furthermore comprehend the relationship between public satisfaction and police officers interactive codes of service eccounters. The first stage of critical incident techique , 70 police personnel from the recovery of the questionnaire were satisfied with 66 events, with 60 not satisfied with the events.Through the analysis classified includeing interactive codes of service eccounters of the body language, self-disclosure and behavior characteristics.Then by the second phase of validation study, using convenience sampling, issued 250 questionnaires and collected 248 questionnaires, 236 valid samples. By descriptive statistics, independent test, ANOVA, regression analysis and verified by two-way ANOVA analysis to explore the relationship between public satisfaction and police officers interactive codes of service eccounters. Research results, in the critical incident techique cases show that police officers feel the people are the most satisfied with the police¡¦s treatment response.It is obviously that people confirm the police officers treatment response ability of endangered public security.Police officers feel the people are the most unsatisfied with the congnitive differences of exchange messages,and account for the overwhelming majority.Therefore, to protect the legal and ban the illegal, police officers will apply law and unlawful message across service encounters people. People distrust the police because of the congnitive differences .Therefore, the public awareness and law-abiding is the concept of the underlying factors differ. Police service and sincere response to contact with the body language of the higher performance, care had more positive interactions, people will have better contact with the police service satisfaction;Service access to expose the higher self-disclosure in confidence, more positive relationship with the public,the more people have better satisfaction;Service contact to the better qualities of convenience services, expertise being more substantial, the public will be better satisfied.But it is also show that the level of police officers interactive codes of service eccounters did not affect satisfaction interactive source for significant differences in the change.

This thesis examines a previously unstudied site of interaction: the constituency office. At the constituency office, Members of Parliament (MPs) hold MP surgeries , during which they help constituents to solve their personal difficulties. This thesis provides the first analysis of interactions at the constituency office. It is the only place where ordinary citizens can meet their MP; as such, it also provides the first analysis of face-to-face, unmediated interactions between politicians and their constituents. For this study, 12.5 hours of interactional data were recorded at the office of an MP in the United Kingdom, comprising over 80 encounters between office staff, the MP, and their constituents. The MP was of the majority ( government ) party at the time of recording. The data were analyzed using conversation analysis (CA), in order to investigate how the social activities of the constituency office were accomplished through interaction. The first analytic chapter reveals the overall structure of constituency office encounters, as well as examining what constituents say when they call or visit the office, and how they express that they are in need of assistance. This chapter finds that constituents avoid making direct requests of their MP, and instead use narrative descriptions. These descriptions manage interactional challenges including the unknown nature of the institution (Stokoe, 2013b), contingency and entitlement (Drew & Curl, 2008), reasonableness and legitimacy (Edwards & Stokoe, 2007; Heritage & Robinson, 2006), and recruitment (Kendrick & Drew, 2016). The second analytic chapter examines the action of offering, and finds it to be the central mechanism for transacting service. The staff use different offer designs to index different nuances in the offering action, such as asking permission or confirming an activity. Both the first and second analytic chapters show that systematic deployment of offers help control the direction of the encounters and tacitly instruct constituents as to what services are available. Furthermore, both of these chapters show the flexibility participants employed in turn design and action ascription, which extends previous descriptions of how requests and offers are constructed (Couper-Kuhlen, 2014; Curl, 2006) and supports recent calls for a more nuanced approach to action description from conversation analysts (Kendrick & Drew, 2014; Sidnell & Enfield, 2014). The third analytic chapter investigates the ostensibly political context of the constituency office, and how the MP and constituents raise political topics in conversation. The chapter finds that the term political is challenging to define in live interactions, and relies on the concept of politicizing (Hay, 2007) statements that upgrade (or downgrade) a topic into greater (or lesser) public and governmental concern. Both the MP and constituents were found to initiate political topics, but in different ways. The MP initiated political topics in explicit references to government, in order to provide evidence that the government was aligned with constituents interests. The constituents initiated political topics in vague and indirect references to recent policy changes, and avoided implicating the MP in any criticisms. The findings suggest that constituents privilege interactional norms (such as not criticizing a co-present interlocutor) over any potential interest in making political critiques. The chapter also discusses what impact these findings may have on concepts such as power and evasion . The final analytic chapter assesses the concept of rapport , finding that it is difficult for both participants and analysts to determine long-term outcomes from local, interactional occurrences in interaction. Rapport is important for MPs who may be attempting to build a personal vote relationship with constituents, but this chapter also finds that constituents have a stake in building rapport in order to receive the best (or any) service. The chapter finds that while traditional practices for building rapport , such as doing small talk or finding common ground, are problematic to employ and assess from an interactional perspective, other local outcomes such as progressivity (Fogarty, Augoustinos & Kettler, 2013) and affiliation (Clark, Drew & Pinch, 2003) may be more useful indicators of positive interactions. This chapter concludes that we need a more nuanced, and interactionally-based, framework to train practitioners (and clients) in effective communication practices. This thesis challenges the conversation analytic literature by finding that the constituency office setting revolves around a more flexible ascription of requests than many studies have previously accepted, and that we can analyze actions as if on a spectrum, rather than in bounded categories. The thesis also contributes to the political discourse literature by finding that constituents activities at the constituency office are strongly influenced by interactional norms, rather than political attitudes. Finally, this thesis provides a basis from which to study the constituency office, as a site of service interaction.

Hospitality management and service positions have been moving from a purely vocational field of work to a scientific and inter-disciplinary supported area of professional development. This exploratory study aims to contribute to this quest by introducing the sociological concept of Dramaturgy to the service encounter as a way of understanding and improving upon present employee behaviors. A review of existing literature illustrates that Dramaturgy has only been used to develop an analogy of service, but has not yet been applied as a tool for further understanding behaviors and interactions during service encounters. The present study identified common concepts between Service Interactions and Dramaturgical Interactions, and used them to create a survey to measure Dramaturgical Awareness. It was proposed that four factors are used to create the structure of Dramaturgy in service encounters. A likert-type survey was distributed to 464 students studying at the Rosen College of Hospitality Management. The responses were subjected to a Principal Component Analysis, and the results introduced two unexpected factors. The original structure of four underlying factors emerged as a five-factor structure, including the two new factors and one factor that combined two former concepts. In response to the given survey, the surviving structure of dramaturgical awareness in service encounters (as measured by hospitality students) includes the following concepts: Interpersonal Communication; Improvisation Techniques; and Acting and Stage Behaviors. Further research can use these findings to understand service encounter behaviors from practitioners from specific areas of work in service, and to also develop a better understanding of the two unexpected factors, dramaturgical behaviors and role theory.

Arab countries strive toward the modernization and feminization of the Arab culture; however, some of these countries (i.e., Saudi Arabia) are culturally and legally governed by "sharia law", and have maintained cultural norms regarding segregation of the sexes. In order to have a better understanding of the Arab travelers to the U.S., this research focuses on the gender dynamics between the service providers and Arab customers during a service encounter. Specifically, this research examines how the same and opposite genders of service-provider and customer influence Arab customers’ emotional response (comfort), consequently their service encounter evaluation (satisfaction), and behavioral intentions (feedback willingness). This research also examines how the employees’ efforts to solicit feedback from Arab customers may intensify the effect of gender dynamics on Arab customers’ responses. Scenario-based online surveys are created and distributed to respondents of Arab descent in Saudi Arabia, Bahrain, and United Arab Emirates by using snowball sampling. The results based on 326 respondents show potential differences determined by gender interaction. Arab customers were more comfortable, more satisfied with the service encounter, and more willing to provide feedback, if the employee was the same gender as the customer, as opposed to the employee being the opposite gender from the customer. However, results showed that employee efforts to solicit feedback did not intensify the gender interaction effect. Additionally, through the service encounter, the Arab customers’ comfort influenced their service encounter satisfaction and their willingness to provide feedback. The findings of this research provide valuable implications for hospitality managers to better cater to the needs of Arab customers by examining the dimensions of gender boundaries in an intercultural service encounter.