URBAN RESONANCE explores the connections between architectural design and the multifaceted conceptual links to the idea of resonance in sound. This comparison is made in respect to the fact that a building is somewhat required to resonate with its urban context as well as to orchestrate the resonance relating to systems of people, built form and program, within itself. In using the concept of resonance, it is seen that these three systems, although separately definable, work together in one architectural environment – influencing each other in some way whether beneficial or not. I have chosen these three components of architectural design in response to Johannesburg’s urban and social context, and will explore their integration through celebrating their interstitial spaces of influence and resonance with each other. I seek to allow this idea in design, to produce new meaningful social encounters brought about by the exploration of cross-programming in a building coupled with an architectural response that enforces these social ideas. In the framework of Johannesburg, the question is not necessarily what the systems are but maybe rather how they can be unified and brought together in a building design. Sound is one of the least substantially manipulated and considered parts of building design, yet its relationship to inhabitants and their social connections to each other and space is powerful enough to allow people to perceive their surroundings solely through the things that they hear. URBAN RESONANCE is the explicit exploration of collective social ‘being’ in a building that uses sound and music to unify its programmatic and physical design within the context of Braamfontein, Johannesburg. Keywords:

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Background: Encounters between patient and health care have been shortened and fragmented. Times when the patient is in the continuum of care is related to how well the patient feels confirmed in the meeting with his/her carers. Aim : The aim of this study is to highlight skills that nurses use to provide good care relationships with patients in the ambulance and emergency room. Method: A literature review was done. Search for articles was conducted in the databases Cinahl and Pubmed. Nine articles were selected for analysis. Results: Nurses used various communication strategies to successfully establish a good nursing relationship in the meeting with the patient. Patients experienced the nurse who took time and was present in the meeting as the one who was really professional. Six themes were found. These were: Establish a communicative environment, establish contact, listening, verbal and nonverbal communication, being available and provide information. Conclusion : Nurses need to use his special skill to meet patient's need to feel valuable, seen and significant.

Formosan macaques were observed to collect data on intergroup encounters, the strategies of male and female and the factors which influence inter-group dominance relationships. Four hypotheses exist to explain the strategies of male and female in inter-group encounter, including female resource defense, male mate defense, male resource defense and male mate attraction via infanticide. Behavioral observations were recorded from March 2008 to March 2009. Data collections included scan sampling and focal sampling of troop members which participated in encounter, containing their sex, age, rank and behavior. Duration of inter-group interaction and distances between two troops were also recorded. There is a significant positive relationship between chance of winning and troop number (AM+AF+SAM), and this chance of winning is higher than 50% when troop size exceeded 30. There is also a significant linear regression between weight win¡]main group and branch group¡^and troop number , but chance of weight win in some troops is higher than 90% when troop size is only between 20 to 30. Approach, line-up, displace and be-displaced have significant correlation with troop size type. Large troops displayed higher displace (65%), line-up (6%) and approach (28%) than other type of troops, and small troop were easily displaced by other type of troops (60%). Aggressive behavior also has significant correlation with mating season significantly; troops of Formosan macaques display more aggressive behavior in mating season (70%) than in non-mating season (41%). Troops of Formosan macaques display higher approach¡]33%¡^ and displace (93%) when troops encounter with all male troop than with bisexual troop. Inter-group dominance relationships exist among main group and branch group which newly split of Formosan macaques. But there is uncertain inter-group dominance relationships between main group and branch group which split early for the difference of maternal dominance hierarchies, variation of troop numbers, and the character of central males. Adult male and female Formosan macaques adopt different strategy in inter-group encounter. Adult female Formosan macaques participated (8.62%, n=8) and displayed aggressive behavior (3.66%, n=8) in more food-related encounter than in non-food-related encounter, so female resource defense hypothesis is supported. Adult male Formosan macaques display higher aggressive behavior (7.92%, n=23) significantly than adult female and sub-adult male in inter-group encounter, and the target of aggression is higher for males than for females. Adult and sub-adult male Formosan macaques display higher aggressive behavior in mating season significantly than in non-mating season. So male mate defense hypothesis is also supported. This study provides support for the male resource defense hypothesis. Adult male Formosan macaques would defend food resource directly and indirectly. Besides, frequencies of participation and aggression in low ranking adult male Formosan macaques are higher than high ranking ones to exchange mating opportunity.

The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertation consist of five separate papers that conceptualize and empirically investigate how different appraisals by employees and customers generate positive and negative emotions, and how types of emotions in service encounters are linked to patterns of behavioural responses. The methods used for gathering data involved interviews and questionnaire studies of various service firms.  This dissertation has sought to offer two main contributions. First, this thesis presents an extended understanding of employees’ emotions in service encounter and their effect on employees’ perceptions of service quality. One of the chief findings is that work-related conditions such as employees’ perception of their working role and managerial practices are related to both positive and negative emotions in service encounters. Moreover, the findings indicate that there exists a spill-over effect between employees’ experiences of emotions and employees’ perceptions of the delivery of service quality in service encounters. Secondly, this thesis also contributes to furthering our understanding of the customer’s appraisal of service quality with respect to customers’ positive emotions in service encounters as well as to deepening our understanding of negative emotions when customers experience a negative service encounter. Specifically, it was found that both human and non-human service-quality factors are able to trigger customer’s positive emotions in service encounters. Positive emotions were strongly related to behavioural responses such as customer loyalty. When a customer experiences negative emotions in service encounters as a result of negative experience, the findings point to three sources of these negative emotions: (i) ‘self’ (the customer’s own fault), (ii) ‘other’ (the fault of the company), and (iii) ‘situational’ (the fault is beyond the customer’s and company’s control). Another finding is that customers’ negative emotions in service encounters tend diminish but only to some extent, even after the service firm has set into motion a process of service recovery. In summary, this thesis contributes to our understanding of emotions in service encounters and contributes to the ongoing debate and discussion in service research about the role of emotions in this context.

Due to its position as the main source of national income, the tourism and hospitality service industry in Thailand is now highlighted as an area to watch in terms of its value for continued national economic growth. Chiang Rai Rajabhat University (CRU) a university in the tourist area in the North of Thailand, plays a key role in hospitality service education and has a significant influence in the sector because it produces graduates for service in the workforce of this industry. Given the industry's competitive climate, decisions to increase the number of workers, or practitioners, need to take into account the quality of the workers. In this time of globalization, when English is used widely, particularly in the intercultural context ofhospitality service businesses, the quality of English must be seriously considered. Business English (BE) graduates, as prospective employees, need to be highly competent in English language skills. This demand for effective English users in hospitality service workplaces means that there is a need to give serious consideration to the ability of Thai graduates to become competent users of English in real workplaces, and to develop an understanding of how they may achieve the high level of competence required of them. This study investigates the English language skills Thai students used in intercultural communication in hospitality service workplaces. The aim was to determine what essential language skills were used, to explore how these skills were implemented while giving services to international tourists, and to use the results to reflect on English for Hospitality Services (EHS) study in order to provide some recommendations for teaching and learning in those courses. The project was designed as an ethnographic case study. Multiple research tools were used, but particularly participatory observations of student workplace interactions, and semi-structured interviews that included interviews with workplace staff, such as managers, heads of departments, business owners and on-site supervisors. There were additional sources of information used, including students' diaries and other documents relevant to internship. The data collected were then examined using both quantitative and qualitative methods. The participants were 15 volunteers and were fourth-year students in the Business English (BE) program at CRU. The case study involved an examination of data collected from ten workplaces in four hospitality service areas. The observation transcriptions were quantitatively scrutinized for the most essential functional language units used in the hospitality services. The significant findings indicate that the functional language of requests and responding to requests was the most frequently used unit in this hospitality services area. This result confirms previous studies that have found that the functional language of requests, including responding to requests, is the most essential functional pattern in hospitality services. Thanking, offering help/services, and refusing are counted as the second, third and fourth essential units used. However, apologizing and responding to complaints, which are generally considered important in the service area, were very much less frequently used in this study. There was no evidence that significant breakdown or major problems in communication occurred during hospitality service procedures examined; however, the findings suggest that the language proficiency of Thai students was very low in terms of language accuracy. From the results of the study, it is recommended that those responsible for EHS teaching and learning give serious consideration to increasing the level ofcommunicative competence of Thai BE students in terms of English language skills, and to improving the cultural awareness of graduates who expect to be involved in intercultural communication in the hospitality services industry.

Typescript. Includes vita and abstract. Includes bibliographical references (leaves 132-142). Also available online.

In this conceptual thesis I explore a paradox inherent in sustainability, namely that to 'sustain' something it needs to be allowed to emerge into something different than it currently is. Moreover, it is not always knowable in advance what that ‘something’ will be. I also argue that education is fundamentally about sustainability, as its role is to allow/encourage a human being to emerge into someone different than he/she currently is. I assert, however, that whilst this is education’s role, it currently, and paradoxically, works against itself by defining the human subject in advance (as a particular ‘ideal’ kind of rational autonomous being), hence closing the matter of what a human can grow into before education even starts. I argue that complexity thinking and what Osberg (2015) calls complexity- compatible thinking, posthumanist/posthuman and feminist thinking provide logics to approach the issue of emergence, including the emergence of what it is to be a human subject. It is through engaging with these logics to keep the abundant possibilities of the future radically open that my thesis makes a contribution to the field of education and sustainability. To make such a contribution I first of all identify that Biesta (2006, 2013) and his ‘pedagogy of interruption’ are working within the logic of complexity thinking. In his theory Biesta identifies how fleeting moments can interrupt existing rational autonomous understandings of human subjectivity. Whilst acknowledging that one cannot programme such ‘fleeting moments’ into education, I draw on ideas from Arendt, Mouffe, Rancière and Masschelein and Simons to encourage the possibility of such moments - moments which open up spaces in which, through acting and speaking with others, who one is as an initium, a beginner can emerge. However, emergence of the new raises the important issue of ethics. I argue that in her two-fold concept of forgiveness and mutual promising Arendt provides a way to develop an immanent ethics arising from horizontal relationships between people speaking and acting together. Finally, I focus on the fleeting moment or event of interruption itself. Drawing on Arendt, Loidolt, Keller and Braidotti I argue that this can be understood as a first-person intersubjective encounter under conditions of plurality. I understand plurality as speaking and acting together with unique others open to the stance one expresses and vice versa. In intersubjective encounters one does not reveal an inner essence to others. Instead who one is emerges intersubjectively, in and through the encounter, creating a surplus, something new that was not in the world before. I also argue how such encounters have the potential to be ethical encounters. I then go beyond Arendt and draw on posthumanist and posthuman thinking to consider the possibility of intersubjective first-being ethical encounters with(in) the wider natural world. I argue that allowing some time for school understood as skholé – a safe space, protected from politicisation by the issues of the day, to reflect and explore who one is, and how one can act in the world – has an important role in encouraging, valuing and reflecting on such encounters. I conclude that education which understands sustainability as an emergent process builds a bridge between education as a sustainable and education as a democratic process. In such an education who one is as a subject appears through intersubjective encounters, bringing into the world the possibility of the emergence of new, unexpected ways of knowing, being and acting essential for sustainability.

abstract: Recent events in places such as Ferguson, Missouri, and Baltimore, Maryland, have focused the public's attention on citizen deaths during arrest encounters with officers in police departments across the United States. Riots and protests have broken out across the nation and resulted in a recent President's Task Force on 21st Century Policing to address some of these major issues. Arrest-related deaths (ARDs), however, are not a new phenomenon and have long generated controversy among the public. Despite the reoccurring nature of ARDs, no publicly available, central national registry of ARDs exists to allow for an in-depth analysis of such cases, as well as the development of training and policies to decrease police and citizen harms. In an effort to fill this gap, the current study conducts a retrospective, open-source, web-based search of media reports to explore the prevalence and nature of all types of ARDs that occurred through the United States in 2005 and 2006. The purpose of the study is to investigate ARDs, but to also assess the reliability of media reports as a source of data. The study finds that media reports are not adequate for identifying the prevalence of ARDs, but are useful when investigating circumstances surrounding deadly police-citizen encounters to an extent. / Dissertation/Thesis / Doctoral Dissertation Criminology and Criminal Justice 2015

abstract: ABSTRACT Many studies testing the effects of procedural justice judgments rely on cross-sectional data. The shortcomings of such a strategy are clear and alternative methodologies are needed. Using a factorial vignette design, this study tests a variety of hypotheses derived from the process-based model of regulation, most of which involve the posited outcomes of procedural justice judgments during police-citizen encounters. This technique allows the researcher to manipulate police process during citizen encounters via hypothetical scenarios. Experimental stimuli are used as independent variables in the regression models. The results show that participants who were administered vignettes characterized by procedural injustice had lower levels of encounter satisfaction, decision acceptance, immediate compliance and greater expectations that police handle similar situations in the future differently relative to individuals who did not receive the negative stimulus. These effects are statistically significant across encounters involving traffic stops and noise complaints. As anticipated, the effect of procedural injustice often proved more salient regardless of whether participants were administered vignettes where they received a citation. Given the utility of the vignette design, future researchers are encouraged to apply the design to additional causal questions derived from the process-based model. / Dissertation/Thesis / Masters Thesis Criminology and Criminal Justice 2016