Alumni loyalty is a relevant research field, which includes different possibilities for investigation. This dissertation focuses on the particularly relevant research gaps in the AL literature. Specifically, this thesis adds to the AL research by developing a more accurate conceptual IAL model for the explanation and prediction of AL. This model includes main internal and external factors (i.e., gender and culture) and could serve as a basis for further theoretical research or could be applied in practice as it is. The findings of this thesis provide deeper insight into the mechanism of alumni university interactions and help to implement an effective, pragmatic plan of AL by taking into consideration cross-cultural and cross-gender differences of alumni. Specifically, the dissertation could be beneficial to educators, researchers, and managers. Educators could integrate the pertinent information into their teaching materials for courses in non-profit marketing and management. Researchers could use the provided reference tool and obtained findings to identify colleagues with similar research interests, to recognize directions for future investigation into the subject, and to develop a deeper and more detailed understanding of AL. The managers could use the results of this dissertation to determine areas which need to be stressed to enhance AL. Additionally, the derived ideas and strategies of AL could assist managers in better analyzing nonprofit organizations and developing an in-depth understanding of the commonalities across various types of alumni groups, “and patterns in the differences among them” (Pettit, 1999, p. 105). The author of this thesis believes that the dissertation can bring “a new era to alumni research” by developing a body of research-based knowledge about a variety of important issues related to AL (Pettit, 1999, p. 105).

Early mother-infant interactions are influenced by the eco-cultural context within which they take place and impact the infant´s development of socio-emotional competences. The genetically open programs of the attachment system enable a child within the limits of the system to adapt to varying eco-cultural contexts. This study focuses on the cultural aspects of attachment among the Cameroonian Nso, a prototypical interdependent cultural group very distinct from Western cultures. 32 Nso families with one-year old infants were visited twice by a German / Cameroonian female stranger respectively, who greeted family, mother and child and interacted with the child for five minutes. The visiting scenes were videotaped and the child s reactions were coded with respect to emotional reaction, closeness with mother, signs of avoidance or approach towards the stranger. Additionally, the mothers were interviewed on attachment topics. Results for the greeting scenes show three distinct reaction patterns, independent of whether the stranger was a German or Cameroonian woman. Children reacted predominantly fearful, curious or unemotional. Results are discussed by drawing on information gathered through the interviews which suggest that calm, non-distressed children are highly valued in the Nso ethnicity and that mothers deliberately use frightening behavior as a means of education. From a western point of view, maternal frightening behavior is considered to be responsible for the development of disorganization; The results suggest that within the cultural context of the Nso, however, typical reactions traditionally associated with disorganization like freezing and impassiveness need to be (re-)interpreted according to the eco-cultural context.

[EN] After-sales services have become very important in the automobile industry. However, this area has not been sufficiently researched, particularly with regard to China, the most important car market globally. In this respect, German manufacturers play a leading role because they dominate the premium market segment. When it comes to services, the one thing that is especially important in China is culture. At the same time, this is exactly where a scientific gap exists because the cultural aspect in automotive services has been mostly neglected in the research literature. Thus, specific knowledge with regard to Chinese service demand behaviour is lacking, which could become a crucial issue because of the enormous differences between Chinese and Western cultures. This paper addresses this limitation by providing a guideline for how the entire process chain of after-sales services could be researched in China. In addition, it also introduces Schwartz's individual level value theory as a beneficial operationalisation approach to culture. Thereby, values are modelled as exogenous variables in order to show which ones are really causal. This significant advantage cannot be provided by national comparison studies, which are the ones that are most often conducted. A total of 301 Chinese workshop customers of Audi, BMW and Mercedes-Benz were surveyed in order to assess the critical success factors of after-sales services via partial least squares structural equation modelling. / [ES] Los servicios post venta en el sector del automóvil se han convertido en un elemento esencial en su mercadotecnia global. Sin embargo, no se han investigado suficientemente y, especialmente en países emergentes con mercados crecientes como China, el mercado más relevante a nivel mundial. Aquí, los fabricantes alemanes juegan un rol fundamental al dominar el segmento premium (o de cuasi lujo) del mercado. Cuando analizamos los servicios, un factor importante en China es la cultura. Sin embargo existe, en este campo un hueco en la investigación académica ya que en la literatura de investigación del sector automóvil, la cultura es un elemento poco analizado. Por ello, no se pueden aplicar conocimientos de mercadotecnia específicos en relación con el comportamiento de la demanda de servicios en China, en un tema esencial, como es la cultura China, muy diferente a la occidental. Esta tesis trata de enfocar las limitaciones mencionadas; en primer lugar, proporcionando una guía de cómo la cadena de proceso de servicios postventa puede ser investigada en países emergentes como China. Y en segundo lugar, porque se utiliza la teoría de cultura de Schwartz como un enfoque útil de instrumentación de los valores culturales. Así, estos se modelan como variables externas, para mostrar claramente cuáles son los valores realmente relevantes en su conjunto. Para ello se encuestaron a 301 clientes de talleres post venta chinos de las marcas Audi, BMW y Mercedes-Benz, con el fin de evaluar los factores críticos de éxito mediante modelos de ecuaciones estructurales de mínimos cuadrados parciales (PLS). / [CA] Els serveis post venda en el sector de l'automòbil s'han convertit en un element essencial del màrqueting global. No obstant això, no s'han investigat prou i, especialment en països emergents amb mercats creixents com la Xina, el mercat més rellevant a nivell mundial. Aquí, els fabricants alemanys juguen un paper fonamental en dominar el segment premium (o de quasi luxe) del mercat. Quan analitzem els serveis, un factor important a la Xina és la cultura. No obstant això existeix, en aquest camp un buit en la investigació acadèmica ja que en la literatura de recerca del sector automòbil, la cultura és un element poc analitzat. Per això, no es poden aplicar coneixements de màrqueting específics en relació amb el comportament de la demanda de serveis a la Xina, en un tema essencial, com és la cultura Xina, molt diferent a l'occidental. Aquesta tesis tracta d'enfocar les limitacions esmentades; en primer lloc, proporcionant una guia de com la cadena de procés de serveis postvenda pot ser investigada en països emergents com la Xina. I en segon lloc, perquè s'utilitza la teoria de cultura de Schwartz com un enfocament útil d'instrumentació dels valors culturals. Així, aquests es modelen com a variables externes, per mostrar clarament quins són els valors realment rellevants en el seu conjunt. Per a això es van enquestar a 301 clients de tallers post venda xinesos de les marques Audi, BMW i Mercedes-Benz, per tal d'avaluar els factors crítics d'èxit mitjançant models d'equacions estructurals de mínims quadrats / Frass, A. (2015). Impact of After-Sales Performances of German Automobile Manufacturers in China in Service Satisfaction and Loyalty. With a Particular Focus on the Influences of Cultural Determinants [Tesis doctoral]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/59251

This thesis investigates the influence that cultural differences have in the designing of products and services that encourage sustainable lifestyles. This was researched through a case study of dishwashing practices in Mexico and the UK, and the development of a methodological framework for supporting designers working in cross-cultural contexts. Designers can shift user behaviour to be more responsible, and by doing this, reduce a product s impact on the use phase of its lifecycle. Nevertheless, designing products that successfully drive behaviour towards a more sustainable path can only be accomplished if they are conceived to fit the user and the specific context of interaction. In order to do so, designers must truly understand the users, and take into account the complex web of factors that lay behind individual behaviour. A comprehensive review of the literature established an understanding of human behaviour and the emergence and evolution of practices and routines. This brought to light the diverse behavioural patterns in different contexts; and was further investigated with a scoping study in two different locations (Mexico and the UK), exploring general water consuming practices in the home, specifically manual dishwashing practices. The preliminary findings shaped a study that aimed to deepen the understanding of these practices in the selected sites, involving the use of Cultural Probes and videoing people in their common kitchen environment. A robust and clear image of washing-up practices emerged with rich and detailed data presented in different media, ideal to be implemented in a design process. To this end, a series of multicultural Personas were created as the direct outcome of the Cultural Probes and the scoping study, giving way to the design studies phase of the project, carried out with industrial design students in Mexico and the UK. A design brief for sustainable washing up practices was delivered. Design experiments were used to provide interesting evidence of the influence in the design process of the designers understanding of the target user. The findings indicate that designers benefit from exploration and creativity tools tailored directly from the user-research findings in the early design process. This increases the level of empathy towards the user, particularly making it easier to design for users with different needs and contexts than the designers themselves. It also helps designers to better apply design for sustainable behaviour framework to their concept designs.

Konkurrensmiljön i populära destinationer skapar ett behov för hotell att differentiera sig. Implementering av CSR är ett alternativ för att skapa mervärde och bättre relationer med det omgivande samhället. Därav får kommunikationen av CSR en strategisk betydelse. Hotell kan både påverka och bli påverkade av det omgivande samhället, även vad det gäller CSR. Samhället kan se olika ut i exempelvis Nord- och Sydeuropa, där länderna har sociokulturella och finansiella skillnader. Stockholm och Rhodos är två populära resmål i Sverige och Grekland, med annorlunda lokala omständigheter. Syftet med denna uppsats är att komparativt undersöka hur väletablerade hotell i Rhodos och Stockholm kommunicerar CSR. Vidare syftar undersökningen till att skapa förståelse om lokala omständigheter påverkar hotellens CSR-initiativ. Denna studie består av sex strukturerade intervjuer, varav tre i respektive destination, samt en text- och bildanalys av hotellens webbsidor och sociala medier. Det framkom att majoriteten av de undersökta hotellen i Rhodos och Stockholm kommunicerar CSR-initiativen primärt genom sociala medier, i synnerhet Instagram och Facebook. Innehållet i CSR-kommunikationen berör mestadels miljörelaterade initiativ. CSR är inte ett krav i hotellbranschen, endast en fördel för hotellet och den omgivande miljön. Lokala omständigheter kan påverka hotellens implementering och kommunikation av CSR. Den ekonomiska aspekten har störst påverkan på invånarna och hur hotell hjälper lokalinvånarna, främst gällande hotellen i Grekland. Vidare framkom det att en standardiserad CSR-mall inte kan gälla internationellt eftersom hotell påverkar och blir påverkade av det omgivande samhället. / The competitive environment in popular destinations creates a need for hotels to differentiate. Implementing CSR is an option for added value and better relationships with the surrounding community. Hence, the promotion of CSR has a strategic importance. Hotels can both affect and be influenced by the surrounding community, even when it comes to CSR. For example the society may look different in northern and southern Europe, where the countries have socio-cultural and financial differences. Stockholm and Rhodes are two popular destinations in Sweden and Greece, with different local circumstances. The purpose of this paper is to compare how well-established hotels in Rhodes and Stockholm promote CSR. Furthermore, the survey aims to create an understanding of how local circumstances affect the hotel's CSR initiatives. This study consists of six structured interviews, whereof three in each destination, and a text and image analysis of the hotel's websites and social media accounts. The results showed that the majority of the investigated hotels in Rhodes and Stockholm promote their CSR initiatives primarily through social media, in particular Instagram and Facebook. The content of their CSR promotion is mostly about environment-related initiatives. CSR is not a requirement in the hotel industry, only an advantage for the hotel and the surrounding environment. Local circumstances can affect the hotel's implementation and promotion of CSR. The economic aspect has the greatest impact on local residents and affect how hotels adjust their CSR-initatives, particularly in the greek hotels. Moreover, it was found that a CSR policy can’t be standardized internationally as hotels affect and are influenced by the surrounding community.

Diese Arbeit untersucht den Einfluss von Kultur und Sprache auf die Nutzung des Internets. Drei Hauptgebiete wurden bearbeitet: (1) Der Einfluss von Kultur und Sprache auf Nutzerpräferenzen bezüglich der Darstellung von Informationen und Nutzung von Suchoptionen; (2) Der Einfluss von Kultur auf Nutzerpräferenzen bezüglich des Inhaltes von Websiteinformationen; (3) Der Einfluss von Sprache auf die Nutzerzufriedenheit und Sprache als Informationszugangsbarriere Daten aus Logfile-Analysen, Onlinebefragungen und experimentellen Untersuchungen bildeten die Auswertungsgrundlage für die Überprüfung der 33 Hypothesen. Die Ergebnisse zeigen, dass kulturspezifische Denkmuster mit Navigationsmusters und Nutzung von Suchoptionen korrelieren. Der Einfluss von Kultur auf Nutzerpräferenzen bezüglich des Inhaltes von Websiteinformationen erwies sich als weniger eindeutig. Aus den Untersuchungen zum Einfluss von Sprache ging hervor, dass Sprache Web¬sitezugriff und –nutzung beeinflusst. Die Daten zeigen, dass signifikant weniger L1-Nutzer als L2-Nutzer auf eine Website zugreifen. Dies lässt sich zum einem mit dem sprachbedingten kognitiven Aufwand erklären als auch mit der Tatsache, dass Websites unterschiedlicher Sprachen weniger miteinander verlinkt sind als Websites gleicher Sprachen. Im Hinblick auf die Nutzung von Suchoptionen zeigte sich, dass L2 Nutzer mit geringem themenspezifischen Wissen sich signifikant von L1 Nutzern unterscheiden. Schließlich lassen die Ergebnisse auch darauf schließen, dass Zufriedenheit der Nutzer einer Website einerseits mit Sprachfähigkeiten der Nutzer und andererseits mit der wahrgenommenen Menge muttersprachlichen Angebots im Internet korreliert. / This thesis analyses the impact of culture and language on Internet use. Three main areas were investigated: (1) the impact of culture and language on preferences for information presentation and search options, (2) the impact of culture on the need for specific website content, and (3) language as a barrier to information access and as a determinant of website satisfaction. In order to test the 33 hypotheses, data was gathered by means of logfile analyses, online surveys, and laboratory studies. It was concluded that culture clearly correlated with patterns of navigation behaviour and the use of search options. In contrast, results concerning the impact of culture on the need for website content were less conclusive. Results concerning language, showed that significantly fewer L1 users than L2 users accessed a website. This can be explained with language related cognitive effort as well as with the fact the websites of different languages are less linked than websites of the same language. With regard to search option use, a strong mediation effect of domain knowledge was found. Furthermore, results revealed correlations between user satisfaction and language proficiency, as well as between satisfaction and the perceived amount of native language information online.

This dissertation explores children’s (6-8 years old) perspectives and experiences of well-being in two different cultural contexts: in a Tibetan day-school (India) and in a German day-school (Germany). Ethnographic research was conducted with participants of a second-grade class (mixed gender) for six months at each site, 3-4 days a week in 2012. Participant observation was complemented by interviews with the children as well as with the staff of the school, documented by fieldnotes and sound recordings. Data was collected in line with postmodern grounded theory methodology and preliminary analysis accompanied the process of the fieldwork. The thesis explores the children’s views and social practices related to well-being which prove to be different in both cultures: the Tibetan children emphasized being skilful as a basic condition for well-being, while friendship with peers was most important at the German school. At both sites, the children would establish these conditions for well-being through competitions. Furthermore, the children’s different views and the social practices are considered against the backdrop of two ‘transcultural’ indicators of well-being: self-confidence and resilience. These indicators were not selected randomly but chosen inductively during fieldwork, as the difference in self-confidence and resilience between the children’s groups at each site was noticeable. The thesis demonstrates how these differences in self-confidence and resilience are likely to have been related to a) the children’s particular views and social practices linked to well-being b) the manner in which childhood is constructed within the children’s societies and c) particular basic beliefs and worldviews prevalent within the children’s societies. The results emphasize the usefulness of researching well-being cross-culturally and suggest that (socio-culturally specific) self- and worldviews significantly influence children’s well-being.

Duas visões diferentes podem ser identificadas na literatura sobre codificação de raça no processo de formação de primeiras impressões (categorização social): 1) A codificação de raça é um processo automático, inevitável e obrigatório; 2) é um processo dependente do contexto, que diminui com a explicitação de pistas visuais indicativas da afiliação a grupos, mostrando que a codificação de raça não é obrigatória. O objetivo da presente pesquisa foi: medir a codificação de coalizão e raça e seus efeitos na presença e ausência de pistas visuais de coalizão, confrontar o desempenho de uma amostra brasileira com uma amostra norte-americana e comparar os resultados de homens e mulheres. No primeiro estudo, foi usado o protocolo de confusão de memória, uma medida discreta para revelar quais dimensões os participantes estão categorizando dos indivíduos-alvo. Através deste protocolo, 569 participantes de sete estados brasileiros (BA, ES, MT, RJ, RN, SC, SP), 280 homens e 289 mulheres de 17 a 58 anos, foram expostos a uma situação experimental de rivalidade entre dois times em duas condições distintas: pista visual de coalizão presente (camisetas com cores diferentes para cada time) versus ausente (camisetas com cores iguais para os dois times). Foi encontrado que a codificação de coalizão aumentou e de raça diminuiu quando pistas visuais de coalizão foram amplificadas. Esses resultados são semelhantes aos obtidos na amostra norte-americana. Além disso, encontramos, de maneira geral, semelhança entre o desempenho de homens e mulheres, mas uma sutil diferença na condição onde todos os jogadores vestiam camisetas com cores iguais. Adicionalmente, foi realizado um estudo avaliando características atribuídas por juízes aos indivíduos-alvo do primeiro estudo. Verificamos que o indivíduo-alvo mais escolhido pelos homens no primeiro estudo foi julgado como o mais forte no segundo, enquanto o avaliado como mais rico e bem-sucedido tendeu a ser mais escolhido pelas mulheres quando todos os jogadores vestiam camisetas da mesma cor. Os resultados gerais sugerem a universalidade do mecanismo de detecção de coalizões e alianças, que codificação de raça pode ser um subproduto da psicologia da coalizão e que diferenças intersexuais na codificação de informações ambientais podem ter evoluído a partir de diferentes pressões evolutivas relacionadas às dinâmicas da seleção sexual. / Two different perspectives could be identified in literature about race encoding in the formation of first impressions (social categorization): 1) race encoding is an automatic, inevitable and mandatory process. 2) race encoding is a context-dependent process which decreases with the amplification of visual cues indicating group affiliation. The objective of this work was to measure the coalition and race codification and their effects in the presence and absence of coalition visual cues, to compare the results of the Brazilian sample with a North American sample, and to compare the results of men and women. In the first study, the memory confusion protocol - an unobtrusive measure developed to investigate how people use the features of others as a basis of social categorization - was used to assess encoding. 569 participants from seven different states (BA, ES, MT, RJ, RN, SC, SP), 280 males and 289 females, between 17 to 58 years old, were exposed to an experimental context of rivalry between two teams in two different conditions: shared visual appearance (each team wore jerseys of different colors) versus absence of shared visual appearance (all individuals were wearing jerseys of same color). We found that coalition encoding increased and race encoding decreased when visual cues of coalition were amplified, which implies that race encoding is not an inevitable and mandatory process. These results are generally similar with the North-American findings. Moreover, we found, in general, resemblance in men and women performances, but a slight difference in the conditions where all individuals were wearing jerseys of same color. Additionally, another study was conducted to assess features of the experimental models attributed by judges. We verified that the model chosen more by men was judged as the strongest, and the model tended to be chosen more by women was judged as the richest and well succeed, when all models were wearing jerseys of same color. The general results suggest the universality of the detecting alliance and coalitions mechanism; that the encoding by race could be a byproduct of coalitional psychology, and sexual difference in the codification of environmental informations could have evolved by sexual selection.

Duas visões diferentes podem ser identificadas na literatura sobre codificação de raça no processo de formação de primeiras impressões (categorização social): 1) A codificação de raça é um processo automático, inevitável e obrigatório; 2) é um processo dependente do contexto, que diminui com a explicitação de pistas visuais indicativas da afiliação a grupos, mostrando que a codificação de raça não é obrigatória. O objetivo da presente pesquisa foi: medir a codificação de coalizão e raça e seus efeitos na presença e ausência de pistas visuais de coalizão, confrontar o desempenho de uma amostra brasileira com uma amostra norte-americana e comparar os resultados de homens e mulheres. No primeiro estudo, foi usado o protocolo de confusão de memória, uma medida discreta para revelar quais dimensões os participantes estão categorizando dos indivíduos-alvo. Através deste protocolo, 569 participantes de sete estados brasileiros (BA, ES, MT, RJ, RN, SC, SP), 280 homens e 289 mulheres de 17 a 58 anos, foram expostos a uma situação experimental de rivalidade entre dois times em duas condições distintas: pista visual de coalizão presente (camisetas com cores diferentes para cada time) versus ausente (camisetas com cores iguais para os dois times). Foi encontrado que a codificação de coalizão aumentou e de raça diminuiu quando pistas visuais de coalizão foram amplificadas. Esses resultados são semelhantes aos obtidos na amostra norte-americana. Além disso, encontramos, de maneira geral, semelhança entre o desempenho de homens e mulheres, mas uma sutil diferença na condição onde todos os jogadores vestiam camisetas com cores iguais. Adicionalmente, foi realizado um estudo avaliando características atribuídas por juízes aos indivíduos-alvo do primeiro estudo. Verificamos que o indivíduo-alvo mais escolhido pelos homens no primeiro estudo foi julgado como o mais forte no segundo, enquanto o avaliado como mais rico e bem-sucedido tendeu a ser mais escolhido pelas mulheres quando todos os jogadores vestiam camisetas da mesma cor. Os resultados gerais sugerem a universalidade do mecanismo de detecção de coalizões e alianças, que codificação de raça pode ser um subproduto da psicologia da coalizão e que diferenças intersexuais na codificação de informações ambientais podem ter evoluído a partir de diferentes pressões evolutivas relacionadas às dinâmicas da seleção sexual. / Two different perspectives could be identified in literature about race encoding in the formation of first impressions (social categorization): 1) race encoding is an automatic, inevitable and mandatory process. 2) race encoding is a context-dependent process which decreases with the amplification of visual cues indicating group affiliation. The objective of this work was to measure the coalition and race codification and their effects in the presence and absence of coalition visual cues, to compare the results of the Brazilian sample with a North American sample, and to compare the results of men and women. In the first study, the memory confusion protocol - an unobtrusive measure developed to investigate how people use the features of others as a basis of social categorization - was used to assess encoding. 569 participants from seven different states (BA, ES, MT, RJ, RN, SC, SP), 280 males and 289 females, between 17 to 58 years old, were exposed to an experimental context of rivalry between two teams in two different conditions: shared visual appearance (each team wore jerseys of different colors) versus absence of shared visual appearance (all individuals were wearing jerseys of same color). We found that coalition encoding increased and race encoding decreased when visual cues of coalition were amplified, which implies that race encoding is not an inevitable and mandatory process. These results are generally similar with the North-American findings. Moreover, we found, in general, resemblance in men and women performances, but a slight difference in the conditions where all individuals were wearing jerseys of same color. Additionally, another study was conducted to assess features of the experimental models attributed by judges. We verified that the model chosen more by men was judged as the strongest, and the model tended to be chosen more by women was judged as the richest and well succeed, when all models were wearing jerseys of same color. The general results suggest the universality of the detecting alliance and coalitions mechanism; that the encoding by race could be a byproduct of coalitional psychology, and sexual difference in the codification of environmental informations could have evolved by sexual selection.

John Bowlby made a profound contribution to the field of early parenting with his theory of attachment. He suggested that attachment theory has universal applicability. However, it has been argued that attachment theory is based upon a Western worldview, and as such, lacks applicability in cross-cultural contexts. In light of this objection, this study aimed to examine the relevancy of attachment theory within the South African context. In order to do this, a qualitative research design, employing focus groups, was set up to explore isiZulu-speaking mothers’ constructions of infant-caregiver relationships. Participants were recruited from two Non-Governmental Organizations (NGOs) in KwaZulu-Natal. Each participant partook in three focus groups. The focus group data was analyzed using a form of thematic analysis. The group discussion provided support for attachment theory in the South African context. However, there appeared to be some cultural variations in the ways in which the attachment relationship is carried out within this context. In particular, it appeared that isiZulu-speaking mothers employ physical touch and a rapid response style with their infants. Furthermore, evidence emerged to suggest that there are certain barriers to the attachment relationship in South Africa. Finally, this research study showed that urbanization has had an important impact on parenting. As such, from this research, it can be concluded that attachment interventions are useful in South Africa, yet these may need to occur alongside other interventions. There is also room for further research to explore understandings of attachment within broader population groups, including fathers and grandmothers. / Thesis (M.A.)-University of KwaZulu-Natal, Pietermaritzburg, 2013.