Customer loyalty in services is the focus of the research. The research problem sought to determine both indirect and indirect effects of relational outcomes on customer loyalty, conceptualised as a psychological state. Relational outcomes are defined as: the thoughts, feelings, and relationships perceived by customers arising from the interaction with a service employee. This class of variable is differentiated from other relational factors such as the characteristics of the actors in the interaction and their behaviours. The effects of relational outcome antecedents were compared to service evaluation antecedents such as customer satisfaction, quality, and value. Customer loyalty was modelled as a psychological state and grounded in the unique characteristics of services. The pioneering work of Kingstrom (1983) was used as a basis for extending the literature. Customer loyalty is an important variable for both services marketing researchers and industry. Accordingly, the research was justified on both theoretical and managerial grounds. Four factors inspired the identification of the research gap: a lack of service loyalty research grounded in service characteristics, lack of studies that conceptualised loyalty as a psychological state, inadequacy of service evaluation measures to predict customer loyalty, and the perceived importance of social interaction to service outcomes. Data collection included pilot studies, re-analysis of published literature, and three major studies. In the first major study, 23 informants provided insights into the nature of three specific relational outcomes: friendship, social comfort, and social regard. The second study was a cross-sectional survey of 190 hair-dressing customers. The specific relationships between friendship, social regard, social comfort, value for money, service encounter satisfaction, perceived core service quality, and customer loyalty were established in this study. New scales were also developed for friendship, social regard, social comfort, and customer loyalty. A third study collected survey data from 406 customers of hairdressing salons, cafes, and naturopathic clinics. Hypothesised relationships were tested through three nested structural equation models. The results indicate that relational outcomes in general are important to customer loyalty. Their effects on loyalty as a psychological state are both direct and indirect. The strength of the effects of relational outcomes on loyalty compares favourably with the effects of service evaluation measures on loyalty. The construct of friendship between individual customer and service employee was found to be related significantly and positively with customer loyalty. The effect of personal friendship appears to have as strong an effect as perceptions of core quality and service encounter satisfaction. Another major finding was that the two relational outcomes of social comfort and social regard both had an indirect influence on customer loyalty. This effect was mediated through the service evaluation constructs of perceived core service quality and service encounter satisfaction. Social comfort affected both quality and satisfaction whereas social regard only influenced quality. However, the impact of social regard on core quality was substantial. Friendship was not found to have a significant relationship with either quality or satisfaction. These findings suggest that there is a temporal dimension to the influence of relational outcomes. Both social regard and social comfort appear to be more important in the early stages of customer-service provider interaction. It also appears that customers evaluate the core quality of everyday services such as hair salons, cafes, and naturopaths using social cues such as feeling well regarded. A further major finding was the lack of a significant relationship between value for money and psychological loyalty in both quantitative studies. Effects of quality, satisfaction, and friendship appear to be important to loyalty development whereas customer value is not. This finding suggests that value for money may be related directly to actual purchase behaviour or repurchase intentions rather than mediated through psychological feelings of loyalty. Hence, evaluations which reflect pricing considerations are less likely to be associated with psychological loyalty than more relationally oriented constructs. The findings indicate important implications for both marketers and researchers. Marketing strategists need to be clear about pursuing either a loyalty or a value for money strategy. The former may not result from the latter. Relational outcomes lead to psychological loyalty but their interactive effects operate differently. Friendship with a service employee provides a direct contribution to loyalty development. Whereas social regard and social comfort affect customers' evaluation of the service. Pursuing a relational strategy will have implications for the way frontline staff are selected and trained. Theoretical implications include: using the relational outcomes as a basis for middle range theory development, support for the linear-additive measurement approach, use of laddering techniques to determine relevant influencing variables, and additional explanatory power to the service recovery literature. In conclusion, a unidimensional construct of psychological loyalty, grounded in service characteristics, was developed, tested, and evaluated for wide application to service industries. Three specific relational antecedents: Friendship, social regard, and social comfort were found to be important to the development of customer loyalty. The research highlighted how these relational outcomes interacted with service evaluation measures to produce loyal customers. Accordingly, Kingstrom's (1983) work has been extended.

Este estudo metodológico teve como objetivos adaptar o Perceived Stigmatization Questionnaire (PSQ) e o Social Comfort Questionnaire (SCQ) e avaliar a validade e a confiabilidade, em uma amostra de brasileiros que sofreram queimaduras. O PSQ e o SCQ, avaliam, respectivamente, a percepção de estigmatização e o conforto social entre vítimas de queimaduras. O estudo foi aprovado pelos Comitês de Éticas das instituições envolvidas. Foram incluídos pacientes acima de 18 anos em fase de reabilitação, com ou sem necessidade de hospitalização, em duas Unidades de Queimados no Brasil. O processo de adaptação dos instrumentos foi realizado de acordo com as diretrizes internacionais. A validade de constructo relacionada à dimensionalidade dos instrumentos foi avaliada por meio das análises fatoriais exploratória (AFE) e confirmatória (AFC). A análise da confiabilidade foi realizada por meio do coeficiente alfa de Cronbach. A reprodutibilidade dos instrumentos foi avaliada por meio do coeficiente de correlação intraclasse (ICC). A validade de constructo foi avaliada pela análise multitraço-multimétodo (MTMM) com constructos correlatos: autoestima (Escala de Auto-Estima de Rosenberg), depressão (Inventário de Depressão de Beck); e afeto/imagem corporal e relações interpessoais (Burn Specific Health Scale-Revised). A análise de grupos conhecidos foi testada comparando-se os escores dos instrumentos, de acordo com a percepção do sujeito de visibilidade da queimadura, superfície corporal queimada e sexo. O nível de significância adotado foi 0,05. Participaram do estudo 240 pacientes queimados. Os índices de ajuste ao modelo foram satisfatórios para o escore total do PSQ, porém não para a subescala comportamento hostil. Essa subescala foi modificada, eliminando-se três itens e obtendo-se um melhor ajuste: a versão refinada do PSQ (BR-PSQ-R) (?2=229,53; g.l.=132, p<0,001; RMSEA=0,06; CFI=0,94; TLI=0,94). O alfa de Cronbach variou de 0,65 a 0,88. O valor do ICC foi de 0,87 para escore total do BR-PSQ-R. O BR-PSQ-R apresentou forte e positiva correlação com depressão (0,63; p<0,001) e forte e negativa correlação com autoestima (-0,57; p<0,001), afeto/imagem corporal (-0,63; p<0,001) e relações interpessoais (-0,55; p<0,001). O escore total do BR-PSQ-R foi significante e maior nos pacientes com cicatrizes visíveis (tamanho do efeito=0,51; p=0,029). Na AFC do SCQ, foram identificados índices de ajuste ao modelo insatisfatório para o modelo original unidimensional com oito itens, assim o modelo foi reduzido para seis itens (BR-SCQ-R), sendo identificado melhor ajuste ao modelo (?2=458,7; g.l.=7; p<0,001; RMSEA=0,05; CFI=0,99; TLI=0,99). O alfa de Cronbach foi de 0,80, e o ICC no teste-reteste foi de 0,86 para o escore total do SCQ. A versão final mostrou forte e negativa correlação com depressão (-0,56; p<0,001); forte e positiva correlação com afeto/imagem corporal (0,60; p<0,001), relações interpessoais (0,57; p<0,001) e autoestima (0,52; p<0,001). Na análise de grupos conhecidos, foi identificada diferença estatisticamente significante entre os pacientes que consideraram suas cicatrizes visíveis (tamanho do efeito=-0,49; p=0,012). Os resultados mostraram que as versões refinadas do PSQ e do SCQ apresentam confiabilidade e validade comparável à versão original. Entretanto, a estrutura em relação à subescala comportamento hostil do BR-PSQ-R e a sensibilidade de ambos os instrumentos devem ser revisadas em estudos futuros. / This methodological study had the following objectives: to adapt the Perceived Stigmatization Questionnaire (PSQ) and the Social Comfort Questionnaire (SCQ); and to assess the validity and reliability in a sample of Brazilians who suffered burns. The PSQ and the SCQ assesses respectively, the perception of stigmatization and the social comfort among burn victims. The study was approved by the Research Ethics Committees of the institutions studied. We included patients over 18 years old undergoing rehabilitation process of burn, with or without hospitalization in two Burn Units in Brazil. The cross-cultural adaptation process of the instruments was performed according to international guidelines. The construct validity related to the dimensionality of the instruments was evaluated by the exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). The reliability analysis was performed using the Cronbach\'s alpha. The reproducibility of the instruments was assessed by the intraclass correlation coefficient (ICC). The construct validity was assessed by the multitrait-multimethod matrix (MTMM) through the constructs: self-esteem (Rosenberg Self Esteem Scale), depression (Beck Depression Inventory) and affection/body image and interpersonal relationships (Burn Specific Health Scale-Revised). The analysis of known-groups was tested by comparing the scores of the instruments according to the burn visibility, body surface in the area burned and gender. The significance level was 0.05. A total of 240 burn patients participated in the study. The goodness-of-fit indices were satisfactory for the total score of the PSQ, however, not for the subscale hostile behavior. This subscale was modified by removing 3 items to obtain a better adjust: the PSQ refined version (BR-PSQ-R) (?2=229.53; d.f.=132; p<0.001; RMSEA=0.06; CFI=0.94; TLI=0.94). Cronbach\'s alpha ranged from 0.65 to 0.88. The ICC value was 0.87 for the total score. The BR-PSQ-R showed strong and positive correlation with depression (0.63; p < 0.001), and strong and negative correlation with self-esteem (-0.57; p<0.001), and affection/body image (-0.63; p<0.001), and interpersonal relationships (-0.55; p<0.001). The total score of the BR-PSQ-R was significant and higher for patients with visible scars (effect size=0.51; p=0.029). In the CFA of the SCQ was identified unsatisfactory goodness-of-fit for the original model with one-factor structure with 8 items, thus, the model was reduced to 6 items (BR-SCQ-R) and better goodness-of-fit indices were identified (?2=458.7; d.f.=7; p<0.001; RMSEA=0.05; CFI=0.99; TLI=0.99). Cronbach\'s alpha was 0.80 and the ICC value in the test-retest was 0.86 for the BR-PSQ-R. The final version showed strong and negative correlation with depression (-0.56; p<0.001); and strong and positive correlations with affection/body image (0.60; p<0.001), interpersonal relationships (0.57; p<0.001) and self-esteem (0.52; p<0.001). In the analysis of known- groups we identified statistically significant difference between patients who considered their scars visible (effect size=-0.49; p=0.012). The results showed that the refined versions of the PSQ and SCQ showed reliability and validity comparable to the original versions. On the other hand, the structure related to the hostile behavior subscale of the BR-PSQ-R and the sensitivity of both instruments must be evaluated in future studies.

Este estudo metodológico teve como objetivos adaptar o Perceived Stigmatization Questionnaire (PSQ) e o Social Comfort Questionnaire (SCQ) e avaliar a validade e a confiabilidade, em uma amostra de brasileiros que sofreram queimaduras. O PSQ e o SCQ, avaliam, respectivamente, a percepção de estigmatização e o conforto social entre vítimas de queimaduras. O estudo foi aprovado pelos Comitês de Éticas das instituições envolvidas. Foram incluídos pacientes acima de 18 anos em fase de reabilitação, com ou sem necessidade de hospitalização, em duas Unidades de Queimados no Brasil. O processo de adaptação dos instrumentos foi realizado de acordo com as diretrizes internacionais. A validade de constructo relacionada à dimensionalidade dos instrumentos foi avaliada por meio das análises fatoriais exploratória (AFE) e confirmatória (AFC). A análise da confiabilidade foi realizada por meio do coeficiente alfa de Cronbach. A reprodutibilidade dos instrumentos foi avaliada por meio do coeficiente de correlação intraclasse (ICC). A validade de constructo foi avaliada pela análise multitraço-multimétodo (MTMM) com constructos correlatos: autoestima (Escala de Auto-Estima de Rosenberg), depressão (Inventário de Depressão de Beck); e afeto/imagem corporal e relações interpessoais (Burn Specific Health Scale-Revised). A análise de grupos conhecidos foi testada comparando-se os escores dos instrumentos, de acordo com a percepção do sujeito de visibilidade da queimadura, superfície corporal queimada e sexo. O nível de significância adotado foi 0,05. Participaram do estudo 240 pacientes queimados. Os índices de ajuste ao modelo foram satisfatórios para o escore total do PSQ, porém não para a subescala comportamento hostil. Essa subescala foi modificada, eliminando-se três itens e obtendo-se um melhor ajuste: a versão refinada do PSQ (BR-PSQ-R) (?2=229,53; g.l.=132, p<0,001; RMSEA=0,06; CFI=0,94; TLI=0,94). O alfa de Cronbach variou de 0,65 a 0,88. O valor do ICC foi de 0,87 para escore total do BR-PSQ-R. O BR-PSQ-R apresentou forte e positiva correlação com depressão (0,63; p<0,001) e forte e negativa correlação com autoestima (-0,57; p<0,001), afeto/imagem corporal (-0,63; p<0,001) e relações interpessoais (-0,55; p<0,001). O escore total do BR-PSQ-R foi significante e maior nos pacientes com cicatrizes visíveis (tamanho do efeito=0,51; p=0,029). Na AFC do SCQ, foram identificados índices de ajuste ao modelo insatisfatório para o modelo original unidimensional com oito itens, assim o modelo foi reduzido para seis itens (BR-SCQ-R), sendo identificado melhor ajuste ao modelo (?2=458,7; g.l.=7; p<0,001; RMSEA=0,05; CFI=0,99; TLI=0,99). O alfa de Cronbach foi de 0,80, e o ICC no teste-reteste foi de 0,86 para o escore total do SCQ. A versão final mostrou forte e negativa correlação com depressão (-0,56; p<0,001); forte e positiva correlação com afeto/imagem corporal (0,60; p<0,001), relações interpessoais (0,57; p<0,001) e autoestima (0,52; p<0,001). Na análise de grupos conhecidos, foi identificada diferença estatisticamente significante entre os pacientes que consideraram suas cicatrizes visíveis (tamanho do efeito=-0,49; p=0,012). Os resultados mostraram que as versões refinadas do PSQ e do SCQ apresentam confiabilidade e validade comparável à versão original. Entretanto, a estrutura em relação à subescala comportamento hostil do BR-PSQ-R e a sensibilidade de ambos os instrumentos devem ser revisadas em estudos futuros. / This methodological study had the following objectives: to adapt the Perceived Stigmatization Questionnaire (PSQ) and the Social Comfort Questionnaire (SCQ); and to assess the validity and reliability in a sample of Brazilians who suffered burns. The PSQ and the SCQ assesses respectively, the perception of stigmatization and the social comfort among burn victims. The study was approved by the Research Ethics Committees of the institutions studied. We included patients over 18 years old undergoing rehabilitation process of burn, with or without hospitalization in two Burn Units in Brazil. The cross-cultural adaptation process of the instruments was performed according to international guidelines. The construct validity related to the dimensionality of the instruments was evaluated by the exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). The reliability analysis was performed using the Cronbach\'s alpha. The reproducibility of the instruments was assessed by the intraclass correlation coefficient (ICC). The construct validity was assessed by the multitrait-multimethod matrix (MTMM) through the constructs: self-esteem (Rosenberg Self Esteem Scale), depression (Beck Depression Inventory) and affection/body image and interpersonal relationships (Burn Specific Health Scale-Revised). The analysis of known-groups was tested by comparing the scores of the instruments according to the burn visibility, body surface in the area burned and gender. The significance level was 0.05. A total of 240 burn patients participated in the study. The goodness-of-fit indices were satisfactory for the total score of the PSQ, however, not for the subscale hostile behavior. This subscale was modified by removing 3 items to obtain a better adjust: the PSQ refined version (BR-PSQ-R) (?2=229.53; d.f.=132; p<0.001; RMSEA=0.06; CFI=0.94; TLI=0.94). Cronbach\'s alpha ranged from 0.65 to 0.88. The ICC value was 0.87 for the total score. The BR-PSQ-R showed strong and positive correlation with depression (0.63; p < 0.001), and strong and negative correlation with self-esteem (-0.57; p<0.001), and affection/body image (-0.63; p<0.001), and interpersonal relationships (-0.55; p<0.001). The total score of the BR-PSQ-R was significant and higher for patients with visible scars (effect size=0.51; p=0.029). In the CFA of the SCQ was identified unsatisfactory goodness-of-fit for the original model with one-factor structure with 8 items, thus, the model was reduced to 6 items (BR-SCQ-R) and better goodness-of-fit indices were identified (?2=458.7; d.f.=7; p<0.001; RMSEA=0.05; CFI=0.99; TLI=0.99). Cronbach\'s alpha was 0.80 and the ICC value in the test-retest was 0.86 for the BR-PSQ-R. The final version showed strong and negative correlation with depression (-0.56; p<0.001); and strong and positive correlations with affection/body image (0.60; p<0.001), interpersonal relationships (0.57; p<0.001) and self-esteem (0.52; p<0.001). In the analysis of known- groups we identified statistically significant difference between patients who considered their scars visible (effect size=-0.49; p=0.012). The results showed that the refined versions of the PSQ and SCQ showed reliability and validity comparable to the original versions. On the other hand, the structure related to the hostile behavior subscale of the BR-PSQ-R and the sensitivity of both instruments must be evaluated in future studies.

Den här uppsatsen har för avsikt att undersöka vad invånares samhällsengagemang i ett ”särskilt utsatt område” i form av trygghetsvandringar och samrådsmöten kan säga om integration. Genom etnografiskt fältarbete och deltagande observation ämnar studien fånga deltagarnas perspektiv på sitt engagemang, undersöka vad engagemanget har för inverkan på lokalsamhället och invånarnas känsla av trygghet, samt vad samhällsdeltagandet och dess inverkan kan säga om integration. Det empiriska materialet analyseras och diskuteras utifrån relevanta teorier om gemenskap, sociala gränser, trygghet samt social respektive strukturell integration. Invånarnas verksamhet och engagemang syftar till att öka tryggheten i stadsdelen, och skapar parallellt ett forum för språkövande och personliga möten över sociala och etniska gränser. Relationsskapandet bland invånare i stadsdelen tycks i sig indirekt leda till ökad trygghet, samt en känsla av gemenskap. Strukturella faktorer på makronivå uppenbarar sig emellertid som barriärer för invånarnas deltagande och delaktighet i en övergripande samhällelig och nationell gemenskap. / The aim of this thesis is to examine what residents’ community participation by way of local night patrol for social reassurance and community meetings in a “deprived neighborhood” has to say about integration. Through ethnographic field study and participant observation the study aims to capture the participants’ perspective of the participation, examine what impact the engagement has on the local community as well as what the affects and participation has to say about integration. The empirical material is analyzed and discussed from the basis of relevant theories of community, social boundaries, social reassurance as well as structural respectively social integration. The engagement of the residents aims to increase the feeling of social security and reassurance in the local community, and parallelly it creates forum for language practice and social encounters that goes beyond social and ethnic boundaries. The increasement of personal relationships seems to indirectly lead to a higher level of social reassurance as well as a feeling of solidarity in the community. Structural factors on a macro level, however, seems to work as barriers for the residents’ participation and involvement in a general societal and national fellowship and community. / الهدف من هذا الأنشاء هو الوصول لكيفية تأثير اهتمام المواطنين لحالة المجتمع في " الضاحيه الخاضعة للأستضعاف الخاص عن طريق التجول لتأمين الأمان ولقائات التشاورية على موظوع الاندماج العرقي   عن طريق استخدام التكنيك للادراسات العليا التي يتم عن طريق الحضور في المكان المناسب للمشاركه الشخصيه والأنتباه المباشر على طريقة اشتراك واهتمام المواطنين لفهم جدية اهتمامهم وتأثير هذا الاهتمام لحصول المواطنين على المزيد بلاحساس بلأمان وكيف يؤدي هذا لفهم حالة الاندماج العرقي                                                                                                                                 المواد التي تحصل عن طريق التجربة تدرس وتناقش عن طريق نضريات وثيقة الصل .التحديات الأجتماعيه،الأمان والاندماج العرقي الاجتماعي التركيبي بموضوع المشاركه هدف اهتمام وعمل المواطنين هو توفير الأمان الأكثر في ضواحي المدينه وإيجاد امكان الغه ولقائات                                                           .اجتماعيه خارجه عن المعدوديات العرقي     بناء العلاقات مابين المواطنين في الضواحي تؤدي بطريقه غير مباشرة على مزيد من الأمان .وإحساس المشاركه العوامل الأنشائيه الغير قادرة للتغير تظهر وتؤدي الى ايجاد حواجز أمام حضور ومساهمة .المواطنين للمشاركة الوطنية