Language skills developed in early childhood are important for literacy and communication in childhood as well as future adult literacy skills and health. Certain demographic characteristics and parent-child interaction skills have been identified through previous research as being influential in child language development. Parental stress has also been associated with child language outcomes. This study aims to explore whether parents’ interactive relational skills, measured by an observational method, are significantly related to children’s verbal outcome, while controlling for demographic variables and parental stress. Participants included mothers of children aged 4-6 who completed measures of parental interaction quality, parental stress, and demographic characteristics. Their children competed a language skill measure. Results indicated that even when controlling for demographic variables and parental stress, the relationship between parent-child interaction quality and child language outcomes remained significant. These findings suggest that increasing positive parent-child interaction skills may be beneficial for increasing children’s language skills.

Drawing from signaling theory, this study investigates the processes through which corporate image (CI) for quality affects attitudinal loyalty. The research hypotheses are examined using data from a cross-sectional survey and two scenario-based experiments. Overall, findings across these three studies suggest that the effects of CI upon loyalty are channeled through customer satisfaction and perceived value. The effects of CI on perceived value and loyalty are stronger relative to the effects of employee interaction quality (IQ) when IQ is measured as an overall evaluation. However, when employee IQ is measured in reference to a specific service encounter, it becomes a stronger driver of perceived value and loyalty relative to CI. Regardless of the context of measurement (i.e., overall evaluation vs. a specific service encounter), employee IQ exerts a stronger influence on customer satisfaction than CI. CI negatively moderates the effect of employee IQ on customer satisfaction and loyalty, rendering the effect of employee IQ upon customer evaluations less critical for service providers with stronger CIs. The findings highlight the relevance and importance of CI as a signal of unobservable quality, which should be measured and closely monitored by management. Managers should also recognize the central role of customer satisfaction, especially in channeling the effects of IQ upon loyalty, and therefore, design policies that enhance frontline employee ability and motivation to deliver satisfying customer experiences.

Drawing from signaling theory, this study investigates the processes through which corporate image (CI) for quality affects attitudinal loyalty. The research hypotheses are examined using data from a cross-sectional survey and two scenario-based experiments. Overall, findings across these three studies suggest that the effects of CI upon loyalty are channeled through customer satisfaction and perceived value. The effects of CI on perceived value and loyalty are stronger relative to the effects of employee interaction quality (IQ) when IQ is measured as an overall evaluation. However, when employee IQ is measured in reference to a specific service encounter, it becomes a stronger driver of perceived value and loyalty relative to CI. Regardless of the context of measurement (i.e., overall evaluation vs. a specific service encounter), employee IQ exerts a stronger influence on customer satisfaction than CI. CI negatively moderates the effect of employee IQ on customer satisfaction and loyalty, rendering the effect of employee IQ upon customer evaluations less critical for service providers with stronger CIs. The findings highlight the relevance and importance of CI as a signal of unobservable quality, which should be measured and closely monitored by management. Managers should also recognize the central role of customer satisfaction, especially in channeling the effects of IQ upon loyalty, and therefore, design policies that enhance frontline employee ability and motivation to deliver satisfying customer experiences.

This study examines the within and between sex differences on the relative importances of merchandise quality and interaction quality as drivers of behavioral loyalty (share of wallet). A sample of customers of a national retail chain serves as the study setting. The results indicate that for female customers, interaction quality and merchandise quality have equally strong total influence on share of wallet. For male customers, the total effect of merchandise quality on share of wallet is significantly stronger than the total effect of interaction quality. Across sex comparisons reveal that the total effect of interaction quality on share of wallet is stronger for female customers. However, merchandise quality exerts a stronger total influence on share of wallet for male customers. Implications of the results are discussed and avenues for future research are offered.

Purpose: Using the basic framework of the service profit chain, this study aims to develop an integrated model that explains the relationships among role overload (RO), customer orientation (CO), service interaction quality (IQ), customer satisfaction (CS) and sales performance. Design/methodology/approach: A large-scale survey of 872 customers and 530 frontline employees across 50 branches of a major retail bank in New Zealand serves as the study setting. Findings: The results indicate that RO has a significant negative effect on IQ. Nevertheless, CO mitigates the negative outcome of RO on IQ. IQ fully mediates the relationship between RO and CS. Additionally, the effect of IQ on branch sales is fully mediated by CS. Research limitations/implications: The cross-sectional nature of the current survey does not permit causal inferences. Thus, future studies should adopt longitudinal designs. Also, future studies should explore the roles of other variables (e.g. job crafting, work-related self-efficacy) as possible moderators. Practical implications: Results suggest that service managers should create a balance between the role requirements and organizational resources to mitigate the adverse effects of employee RO. To enhance IQ and CS, bank managers should coach employees about work overload and train them in CO while prioritizing the tasks. Originality/value: Empirical research pertaining to employee–customer interaction through a nested framework accommodating data from customers, employees and firm performance is scarce. This study fills in the void.

This Bachelor thesis investigates the influence of prompt engineering and the integration of an Interaction Quality (IQ) feedback loop on the performance of ChatGPT-3.5 as a voice assistant. By analysing empirical data across multiple configurations, this study explores how these interventions affect response accuracy and efficiency. Findings suggest that prompt engineering tends to enhance system performance, though the benefits of the IQ feedback loop remain less clear and require further investigation. This study contributes to the field by delineating the potential for targeted modifications to improve dialogue system outputs in real-time applications.

Les services sont intangibles et le personnel en contact leur visage. Les employés doivent remplir les promesses implicites et explicites de la marque en internalisant l'image de marque. Mais jusqu’à quel point ? Afin d'explorer et d'étudier la dynamique de l'alignement du personnel en contact, cette recherche a adopté un design mêlant analyse quantitative et analyses quantitatives. Une étude qualitative a été menée pour explorer les antécédents de l'alignement de la marque du personnel en contact. Un total de 8 observations et 92 entretiens avec des clients ont été menés. L’analyse de ces entretiens permet d’identifier les déterminants à l’alignement à la marque. Les résultats montrent que l’alignement est perçu à travers leur qualité d'interaction qui comprend leur attitude, leur comportement, leur expertise et l'apparence du personnel en contact. Par la suite, deux études quantitatives ont été menées pour développer et tester la mesure de l'alignement de la marque du personnel en contact et tester le modèle de la recherche. 567 réponses ont été analysées pour l'étude 1 et 432 pour l'étude 2. Un modèle structurel permet de tester la chaine de conséquence : Qualité Interactionnel – alignement – évaluation globale de la marque et sa valeur. Par ailleurs dans la relation alignement-évaluation globale de la marque et sa valeur, les effets modérateurs de l’authenticité perçue du personnel, la durée de l’interaction et du suralignement sont identifiés. Les résultats de la recherche sont enfin mis en perspective dans une partie conclusive en faisant apparaitre les implications théoriques, managériales ainsi que les limites et perspectives de recherche. / Services are intangible and frontline employees are their face. The employees can be equipped to fulfil the implicit and explicit brand promises by internalizing brand image. In order to explore and investigate the dynamics of frontline employee Brand image alignment in service sector, this study adopted a mix method approach. A qualitative study was conducted to explore the antecedents of FLE brand alignment. A total number of 8 observations and 92 customer interviews were conducted by using Critical incident technique. Our results indicate that FLE brand image alignment is perceived through their interaction quality which consist of employee’s attitude, behaviour, expertise and appearance. Subsequently, two quantitative studies were conducted to develop and test the frontline employee brand alignment measurement. A total number of 567 responses were analysed for study 1 and 432 for study 2. A structural model was tested with outcome variables such as, brand evaluation and customer-based brand equity. Authentic employee behavior positively moderates the relationship between FLE brand alignment and outcome variables. Whereas, interaction duration negatively moderates the relationship between FLE brand alignment and outcome variables. Frontline employee brand alignment appears to be an important concept in service branding. From a managerial point of view the research tends to show that service branding is impacted by FLE brand alignment, especially the way they appear and behave. This study not only explains the concept of FLE brand alignment and develops its measurement but also proposes the determinants to measure the alignment.

No description available.

International and national research has shown that the use of complementary therapies (often referred to in the scientific literature as either alternative therapies or unconventional therapies) is widespread. However, there is little in the scientific literature about the use of complementary therapies in the treatment regime of people with dementia. Specifically, there have been no published results of investigations into the use of Reiki, a holistic complementary therapy, in the treatment regime of people with dementia. Before proceeding with an in-depth examination into the use of Reiki in the care of people with dementia, a questionnaire containing both closed and open-ended questions was distributed to 162 South Australian High Care Residential Facilities (formerly called Nursing Homes) in 2002. The return rate was 58.0% (n=94) of which 50.0% of the mail out (n=81) was available for analysis. Findings from the questionnaires suggested that a wide range of complementary therapies including aromatherapy, massage, music, behaviour therapy, healing touch, Reiki and Therapeutic Touch (Krieger/Kunz method) were used regularly within South Australian High Care Residential Facilities. Complementary therapies were reportedly used to calm residents, improve behaviour management, enhance the quality of life of residents, promote 1:1 interaction, stimulate the senses, and reduce the need for medication. Due to 15 facilities reporting the use of Reiki, a series of semi-structured interviews with Reiki practitioners caring for people with dementia was conducted in 2004/2005. Interview participants (n=10) included a representative range of people providing care for people with dementia in eight Nursing Homes in Adelaide, South Australia. Data reduction methods included a quasi-statistical counting of key words and repeated re-readings of the transcripts to discover the essences, abstract the meanings and arrange them into themes and sub-themes. The results of the interviews suggested that Reiki is an easy to learn and easy to use holistic complementary therapy which has the potential to enhance the quality of life of the persons with dementia, their family members, and their carers. The interview participants reported improved physical, psychological, mental and emotional well-being as well as enhanced relationships and a reduction in negative behaviours following the use of Reiki. The receipt of the first Jack Loader Scholarship from the Rosemary Foundation for Memory Support Inc. in early 2005 enabled the researcher to transfer to full-time studies from April 2005. Key Words: aged care; alternative therapies; complementary therapies; dementia; early onset dementia; one to one interaction; quality of life; Reiki; therapeutic touch; unconventional therapies.

No description available.