The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to customer dissatisfaction, a motivator of customer complaint behaviour. Given that the resolution of a customer complaint is critical in order to restore customer satisfaction, retailers are providing customers with a variety of innovative complaint channels, such as online complaining. Although online complaint channels have become commonplace, little research has been undertaken regarding the effect of a complaint channel on customers‟ complaint behaviour and customers‟ expectations in the clothing retail industry. South African clothing retailers could therefore benefit from an understanding of customers‟ online complaint intention and ensuing service recovery expectations. Scholars profess that complaint intention correlates positively with service recovery expectations as customers decide to post a complaint when they generally have high recovery expectations. Furthermore, complaint intention and service recovery expectations are increased by a positive attitude towards complaining. Consequently, attitude towards complaining plays a significant role in forecasting complaint behaviour of dissatisfied customers. Moreover, service failure severity has been used to measure how customers assess the intensity of service failures and is said to also influence customers‟ complaint intention and their subsequent service recovery expectation. The primary objective of this study was to uncover customers‟ online complaint intention and subsequent service recovery expectations after experiencing an employee-related service failure in the clothing retail industry. The empirical study was based on a descriptive research design in which a structured, self-administered questionnaire was fielded amongst respondents within the Johannesburg metropolitan area of South Africa. A non-probability, convenience sampling method was used and a total of 400 respondents participated in this study. The results indicate that although the majority of respondents use the Internet daily and exhibit a high propensity to complain, they prefer to complain in-store. After respondents had been presented with a fictional employee-related service failure scenario, they did not indicate a high intention to complain online. Very few differences were uncovered between different groups of respondents pertaining to their attitude towards complaining, online complaint intention, service failure severity perception and strength of service recovery expectation. Finally – with respect to an empirically tested theoretical model – respondents‟ attitude towards complaining in general and their perceptions of the severity of the service failure experienced, significantly and positively influence their strength of service recovery expectations, while no significant positive influences were uncovered for paths linking the aforementioned constructs with online complaint intention. As a result, online complaint intention was omitted from the measurement model seeing that respondents who participated in this study did not indicate a high tendency to complain online. It is recommended that clothing retailers recognise the importance of in-store complaint management programmes and ensure that in-store complaint channels are easily accessible, efficient and pleasant to use. Clothing retailers should actively educate customers regarding alternative mechanisms and channels available for complaining. In order to increase customers‟ online complaint intention, clothing retailers should provide a visible complaint portal on their website and communicate the benefits of online complaining during in-store advertising. Clothing retailers should furthermore provide the appropriate strength of service recovery for particular levels of service failure severity when managing customer complaints. Consequently, it is recommended that clothing retailers provide their employees with sufficient training that will educate them regarding their interaction with customers and the best practice thereof, the difference between minor and major service failures, and the selection of an appropriate service recovery strategy during different service failure severity encounters. It is recommended that this study is extended to other service settings in order to uncover online complaint intention and strength of service recovery expectations of customers in other industries. Finally, seeing that respondents‟ strength of service recovery expectations vary according to the severity of the service failure, scenarios representing different levels of service failure severity can be used as basis to measure the key constructs measured in this study. / MCom (Marketing management), North-West University, Potchefstroom Campus, 2014

The retail industry is faced with increased customer service demands and a competitive market environment. For retailers to survive in a competitive marketplace, a customer orientation is vital in order to establish and maintain long-term relationships with customers. As the clothing retail industry is characterised as an industry with high human involvement, employee-related service failures are inevitable. Service failures cause the disconfirmation of service expectations which lead to customer dissatisfaction, a motivator of customer complaint behaviour. Given that the resolution of a customer complaint is critical in order to restore customer satisfaction, retailers are providing customers with a variety of innovative complaint channels, such as online complaining. Although online complaint channels have become commonplace, little research has been undertaken regarding the effect of a complaint channel on customers‟ complaint behaviour and customers‟ expectations in the clothing retail industry. South African clothing retailers could therefore benefit from an understanding of customers‟ online complaint intention and ensuing service recovery expectations. Scholars profess that complaint intention correlates positively with service recovery expectations as customers decide to post a complaint when they generally have high recovery expectations. Furthermore, complaint intention and service recovery expectations are increased by a positive attitude towards complaining. Consequently, attitude towards complaining plays a significant role in forecasting complaint behaviour of dissatisfied customers. Moreover, service failure severity has been used to measure how customers assess the intensity of service failures and is said to also influence customers‟ complaint intention and their subsequent service recovery expectation. The primary objective of this study was to uncover customers‟ online complaint intention and subsequent service recovery expectations after experiencing an employee-related service failure in the clothing retail industry. The empirical study was based on a descriptive research design in which a structured, self-administered questionnaire was fielded amongst respondents within the Johannesburg metropolitan area of South Africa. A non-probability, convenience sampling method was used and a total of 400 respondents participated in this study. The results indicate that although the majority of respondents use the Internet daily and exhibit a high propensity to complain, they prefer to complain in-store. After respondents had been presented with a fictional employee-related service failure scenario, they did not indicate a high intention to complain online. Very few differences were uncovered between different groups of respondents pertaining to their attitude towards complaining, online complaint intention, service failure severity perception and strength of service recovery expectation. Finally – with respect to an empirically tested theoretical model – respondents‟ attitude towards complaining in general and their perceptions of the severity of the service failure experienced, significantly and positively influence their strength of service recovery expectations, while no significant positive influences were uncovered for paths linking the aforementioned constructs with online complaint intention. As a result, online complaint intention was omitted from the measurement model seeing that respondents who participated in this study did not indicate a high tendency to complain online. It is recommended that clothing retailers recognise the importance of in-store complaint management programmes and ensure that in-store complaint channels are easily accessible, efficient and pleasant to use. Clothing retailers should actively educate customers regarding alternative mechanisms and channels available for complaining. In order to increase customers‟ online complaint intention, clothing retailers should provide a visible complaint portal on their website and communicate the benefits of online complaining during in-store advertising. Clothing retailers should furthermore provide the appropriate strength of service recovery for particular levels of service failure severity when managing customer complaints. Consequently, it is recommended that clothing retailers provide their employees with sufficient training that will educate them regarding their interaction with customers and the best practice thereof, the difference between minor and major service failures, and the selection of an appropriate service recovery strategy during different service failure severity encounters. It is recommended that this study is extended to other service settings in order to uncover online complaint intention and strength of service recovery expectations of customers in other industries. Finally, seeing that respondents‟ strength of service recovery expectations vary according to the severity of the service failure, scenarios representing different levels of service failure severity can be used as basis to measure the key constructs measured in this study. / MCom (Marketing management), North-West University, Potchefstroom Campus, 2014

<p><strong><p>Purpose: The purpose of this thesis is to investigate if and how the presence of Fairtrade promotion can change the attitude towards the stores, ICA and Lidl. <strong></strong></p><p><strong>Background: People‟s attitude towards the brand Fairtrade is predominantly positive and by providing these socially beneficial products, stores wish to strengthen their brand image by communicating their social responsibility through the message of Fairtrade. Previous research has shown that the socially responsible actions of a company can result in an enhanced brand attitude, but also in some cases, the actions taken have had a diminished effect on the attitude towards a brand. It is therefore of interest to research which stores that can gain from Fairtrade promotions in terms of an improved attitude towards the brand. </strong></p><p><strong><strong>Method: To answer the purpose, a mixed method sequential explanatory design was applied, by collecting quantitative data from an experiment, and qualitative data from a follow-up interview. The emphasis was put on the quantitative phase, where four different experimental groups were manipulated with different internet advertisement; ICA and Lidl, with the presence and absence of Fairtrade promotion. </strong></strong></p><p><strong><strong><strong>Conclusion: The outcome of the study signified that the attitude towards Lidl was somewhat negative with the absence of Fairtrade and declined with the presence of Fairtrade promotion while the attitude towards ICA did not change regardless of promotion. The results indicate that Fairtrade can not be successfully used as a system of changing brand attitude of a store, if customers do not consider it to be congruent with the initial brand image. It is supported that consistency is the key to success for a brand to be believable and enhance the brand attitude. </strong></strong></strong></p></strong></p>

The purposes of this study were threefold: (1) to examine the effects of time spent on CAI on student attitudes, (2) to examine the effects of time spent on CAI among ability groups, and (3) to determine whether initial attitudes would be maintained throughout a school year, and if not, determine variables associated with an attitude shift.

Cette thèse retrace les sentiments de soldats français et d’anciens combattants de la Grande Guerre en regard des soldats allemands. Elle se fonde sur des sources orales – témoignages oraux et vidéos –, manuscrites – correspondance, dossiers du contrôle postal –, imprimées – journaux des tranchées, presse nationale, régionale, notices communales, témoignages publiés. L’objectif est de classifier, graduer et évaluer la présence ou non de haine sur un échantillon représentatif des corps, métiers, grades, statuts, origines sociales et géographiques dans l’armée française.Les thématiques abordées inscrivent cette recherche à la confluence de deux champs historiographiques, celui de l’histoire culturelle et de l’histoire militaire, ainsi qu’à l’interface de la psychologie sociale.Il s’agit tout d’abord de présenter la part de l’assimilation culturelle notamment via la presse et la satire, d’étudier l’influence supposée ou réelle de l’éducation scolaire et familiale, sur l’état d’esprit des mobilisés et appelés au moment du départ à la guerre. Ensuite, au travers du conflit, les sentiments des soldats à l’égard de l’ennemi, empreints de fiel et d’animosité au moment des attaques, des prises de prisonniers, de la connaissance des exactions, peuvent se mouvoir par un processus d’identification, de prise en considération ou même de respect pour celui qui partage le même quotidien, et fluctuer tout au long de la belligérance. Ce caractère évolutif peut dénoter une certaine ambigüité et reflète surtout la part d’incertitude, inhérente à l’appréciation des sentiments humains. / This thesis traces back the feelings of French soldiers and First World War veterans towards German soldiers. It is based on oral sources- oral testimonies and videos-, handwritten sources - mail, postal censorship files – and printed sources – trench diaries, national and regional press, municipal records, published testimonies.The aim is to classify, rank, and evaluate the existence of Hate on a representative cohort of corps, occupations, positions, status, social and geographical backgrounds within the French Army.The tackled themes set at the confluence of two distinct historiographic fields, cultural History and military History, are in the meantime interfacing with social psychology.First, the work presents the part of cultural assimilation, mainly via press and satire. It studies the real or assumed influence of schooling or family education on the state of mind of the mobilised men or the conscripts at the time of war departure.Then, throughout the conflict, the feelings towards the Enemy, sometimes appalled and reviled during the attacks, the capture of prisoners, the awareness of exactions, are possibly changing by an identification process, a growing consideration or even respect towards the one who shares the same everyday life, and thus fluctuate all along the war.That evolution may reveal some ambiguity and particularly reflect the part of uncertainty inherent to any human feelings appreciation.

Det här arbetet är inriktat mot elevers läsvanor och läsattityder. Eleverna som deltar går i grundskolans årskurs två och tre. Förmågan att kunna läsa är värdefull. För att kunna utveckla läsförmågan är både tid spenderad på denna aktivitet samt motivation till att läsa viktig. Syftet med detta arbete är att undersöka elevers läsvanor och läsattityder samt att undersöks om dessa påverkas av vilken plats eleverna befinner sig på, skolan eller hemmet. För att läsning ska utvecklas är det viktigt att vara motiverad. Därför undersöks vad eleverna själva väljer att läsa när det valet erbjuds. Arbetet utgår från två frågeställningar: Hur ser elevernas läsvanor och läsattityder ut och skiljer de sig mellan skolan och hemmet? Vad läser eleverna helst när de själva får välja? Denna studie använder sig av en kombination av kvantitativ och kvalitativ metod, så kallad triangulering och hela arbetet vilar på ett socio-kulturellt perspektiv. Det material som studien utgår från har samlats in via enkäter och enskilda intervjuer med elever. I resultatet framkommer det att elever som gillar att läsa läser oftare än övriga elever och gärna längre stunder. Elever upplever en skillnad mellan att läsa hemma och att läsa i skolan men skillnaden är mer kopplad till deras läsvanor och läsintresset än till platsen där läsningen sker. Om eleverna får välja läser de helst en spännande bok. Skolbiblioteket visade sig vara viktigt för var eleverna får tag på böcker att läsa. Eleverna i den här studien har en återkommande tid varje vecka då de går till skolbiblioteket. Det kan konstateras att läsattityden påverkar elevens läsvanor. En elev som inte gillar att läsa kommer att göra det mer sällan, troligtvis endast om hen känner att hen måste. Hur ofta eleven läser kommer därför att påverka i vilken takt läsförmågan utvecklas. / This study is focused on pupils’ reading habits and attitudes towards reading, the pupils partaking in this study are attending grade two and three in primary school. The ability to read is a most valuable skill. To develop this ability both the time spent on this activity and the motivation for why you are doing it is important. The aim of this study is to examine pupils’ reading habits and attitudes towards reading and see if they are affected by the place where the pupil is doing his/her reading, in school or at home. To improve your skills in reading it is important to be motivated, therefore I want to investigate what pupils choose to read when they have the opportunity to decide that for themselves. This study is based around two questions: What does the pupils’ reading habits and attitudes towards reading look like and is there any difference between school and home? What do the pupils prefer to read when they have the option to choose for themselves? This study will use a combined method of quantitative and qualitative methods, called triangulation. The material in this study is collected from questionnaires and one-on-one interviews. The result shows that pupils who like to read, read more often than other pupils, they also read for longer periods of time. The pupils experience a difference between reading at home and reading in school but the difference is connected more to their reading habits and their interest in reading than the actual place where they read. If pupils are allowed to choose their own reading most will premiere suspense. The school library proved to be important to where the books are found. In conclusion, reading attitudes affect the reading habits; a pupil who doesn’t like to read will read more seldom. How often the pupil will read therefore affects the speed in which the reading skill develops.

Cette thèse propose des réponses aux questions qui font l'objet des préoccupation et des intérêts des gestionnaires de marques occidentales mondiales qui veulent s'assurer que leurs produits ne sont pas boycotté par les populations locales dans les pays arabes ou musulmans . Une expansion mondiale de ce phénomène a été vue dans la révolution sexuelle des années 1960 et par conséquent reflétée dans la publicité de l'époque à la télévision, radio, presse écrite et panneaux publicitaires. Malgré son utilisation répandue, il existe cependant certaines conséquences sociales et éthiques ainsi que nous assistons à une hausse des critiques de la part des consommateurs, des groupes religieux et des associations de parents, en particulier dans le monde arabo-musulman. Pourtant, son utilisation et les ramifications sur les musulmans, un segment de plus de 2 milliard de consommateurs reste largement négligé. On peut faire valoir que l'utilisation de sex-appeal dans la publicité peut offenser et même chasser les consommateurs qui considèrent les thèmes occidentaux et les modèles de rôles de genre en conflit direct avec leur culture locale. Afin de comprendre le processus de prise de décision complexe derrière ce phénomène, une recherche minutieuse est nécessaire pour développer une approche multidimensionnelle en tenant compte de toutes ces constructions. Bien qu'il n'est pas contraire à la loi dans la plupart des pays musulmans d'utiliser du matériel sexuellement explicite dans la publicité, les annonceurs doivent être las des répercussions du nationalisme croissant et la ferveur religieuse dans les pays musulmans. / There is a greater emphasis on the need to explore the use of sexual content due to globalization and the resulting standardization of advertising content. In our effort to bridge the gap identified by several prominent academicians and practitioners, we endeavored to examine how Muslim women respond to sex appeal in print advertising. The choice of using print ads in our study was due to it being more frequently used and in a more explicit fashion. Our research takes a mix-method (qualitative and quantitative) approach, allowing us to begin with an exploratory phase (qualitative) to identify themes that are associated with sex appeal in the minds of Muslim women. We started off with in-depth interviews in Morocco, Turkey and UAE, providing us with 100 interviews overall. On this basis we formed a conceptual model with globalization, self-brand connection and embarrassment as the independent variables. Religious conviction served as a moderator in the relationship between globalization and attitude towards the ad. We also looked at how these factors influence purchase intention. We provide all the results from Morocco and UAE which show that both globalization and self-brand connection have a significant positive relationship with attitude towards the ad. While embarrassment was found to have a significant negative relationship with attitude towards an ad with sex appeal. We also found compelling evidence for Muslim women's preference for a European, blonde blue-eyed model over a local Muslim model in sexually suggestive ads. At the end we discuss the possible reasons for our results in the light of existing literature and provide directions for future research.

Det har uppmärksammats en intensifiering av den digitala tekniken, som under senare år tilltagit mer än någonsin (Bassiouni &amp; Hackley, 2014, s. 116). 2017 var det första året då internet utgjorde en övervägande del av alla medieinvesteringar (Larsén, 2018). I följd av internet och sociala mediers utveckling, då digitaliseringen är mer integrerad i samhället än tidigare, finns det fler möjligheter för företag att nå ut till konsumenter. Marknadsföringsverktyget influencer marketing har i takt med digitaliseringens utveckling expanderat, och omsatte 650 miljoner kronor på den svenska marknaden 2017 (Bränström, 2018). Vid användning av influencers lämnar företag över ansvaret till en extern person och företaget har således inte lika stor kontroll över den information och marknadsföring som sker. Det nya medielandskapet är därför mer oförutsägbart (Zahoor &amp; Qureshi, 2017, s. 47). En social plattform är YouTube och är den populäraste videotjänsten för svenskar (Davidsson et al., 2018, s. 74). Influencer marketing har ökat och företag samarbetar med influencers inom YouTube där budskap om produkter sprids genom videoklipp av influencern. Fenomenet kan återkopplas till produktplacering, vilket enligt Russel och Belch (2005, s. 74) handlar om att införliva ett varumärke eller produkt i ett underhållningssammanhang och inte uttryckligen vara en annonsering. I följd marknadsföringslagen är det inte möjligt att helt undvika att nämna att det rör sig om reklam, men det är nära sammankopplat. Produktplacering har tidigare undersökts i stor utsträckning i form av TV (Van Reijmersdal et al., 2009, s. 430) men Eagle och Dahl (2015, s. 614–615) uppmanar forskare att fokusera på produktplacering inom sociala medier och i videos. Zhang och Mao (2016, s. 155) som menar att attityder mot reklamvärdet på sociala medier är ett ständigt utvecklande ämne. Studien har kvalitativt angreppssätt, för att generera en djupare förståelse för vad det är som gör att en viss produktplacering gällande betalda samarbeten på YouTube tas emot med en mer positiv attityd än andra, givet kvinnor i generation Z. Det har i samband med insamling av empiri genomförts åtta intervjuer med kvinnor i generation Z. Den analysmetod som används i studien är teoridriven tematisk analys. Analysdelen är indelad i fem olika teman; informativitet, underhållning, irritation, trovärdighet och reklamens värde vilka härstammar från Ducoffe (1996) där trovärdighet är en variabel som framkommit genom senare studier. I samband med bearbetning av insamlad empiri identifierats ett antal betydelsefulla underteman; Influencerns tydlighet, Ny information, Samarbetets anpassning till videons helhet, Influencerns engagemang, Överdrivna övertalningsförsök, Influencerns faktiska arbete, Konsumentens och influencerns egna erfarenheter, Parasocial relation,Kontinuitet samt Samarbetets produktplacering. Avslutningsvis har den aktuella studien bidragit till en djupare förståelse för kvinnor inom generation Z och deras attityder mot produktplacering inom betalda samarbeten på plattformen YouTube och vilka faktorer som påverkar kvinnornas attityder.

Made available in DSpace on 2016-07-27T13:48:50Z (GMT). No. of bitstreams: 1 Diane Marcy de B Marinho.pdf: 1548900 bytes, checksum: 87be5d34462131714634aea75da5d951 (MD5) Previous issue date: 2004-03-30 / In this research we investigated the women's protagonism in ministerial functions in biblical texts like Rm. 16,1-16 and we commented about challenges faced by women in Churches now a days, that disconsider their participation in the original Christian communities. We evidenced the need of a historical reconstruction of women in cleric positions, so today they can act in Churches with biblical back up. We identified in this investigation that women's ministerial functions stayed occult along the times because, a many times, the church did not make a critical reading of biblical texts, disregarding its androcentric and patriarchal language. To come to this conclusion, we divided this work in three chapters. In the first chapter, we presented a general vision of Apostle Paul's missionary work and we also approached social-economic aspects, Rome's politicians and religious people, trying to discover in what context of the first century the women were inserted. In the second chapter, we developed an exegesis of Rm. 16,1-16 through feminist hermeneutic to detect the ministerial functions carried out by women, with the intention of clarify the androcentric readings contrary to the full ministerial acting by women. In the third chapter, we made a historical-creative reconstruction, discussing on the influence now a days biblical texts cause in women's ministry when they are read outside their context. / Nesta pesquisa investigamos o protagonismo de mulheres em funções ministeriais em textos bíblicos como Rm 16,1-16 e comentamos a respeito de desafios enfrentados por mulheres hoje em Igrejas que desconsideram a sua participação nas comunidades cristãs originárias. Evidenciamos a necessidade de uma reconstrução da história de mulheres em cargos eclesiais, para que elas atuem hoje nas Igrejas como respaldo bíblico. Identificamos nesta investigação que, funções ministeriais de mulheres permaneceram ocultas ao longo dos tempos porque, muitas vezes, a igreja não fez uma leitura crítica de textos bíblicos, desconsiderando sua linguagem androcêntrica e patriarcal. Para chegarmos a essa conclusão, dividimos este trabalho em três capítulos. No primeiro capítulo, apresentamos uma visão geral do trabalho missionário do Apóstolo Paulo e abordamos também aspectos sócioeconômicos, políticos e religiosos de Roma, procurando averiguar em que contexto do primeiro século as mulheres estavam inseridas. No segundo, desenvolvemos uma exegese de Rm 16,1-16 por intermédio de hermenêutica feminista para detectarmos as funções ministeriais desempenhadas por mulheres, com o intuito de desmistificar as leituras androcêntricas contrárias ao pleno desempenho ministerial de mulheres. No terceiro capítulo, fizemos uma reconstrução histórico-criativa, discutindo sobre a influência que textos bíblicos causam no ministério de mulheres hoje quando lidos fora de seu contexto.

This study was conducted to assess Masters of social Work students’ interest in gerontology. Students’ gerontological knowledge, attitude and experience with the aging population was examined to see if they have any influence on interest in working with older adults. The positivist worldview was used to identify students’ behavior toward older adults while checking to see if correlates to interest in working with that population. Survey questionnaire was used to collect information on student’s interest in working with older adults, their knowledge, attitude and experience. Modified versions of Palmore Facts on Aging Quiz (FAQ) and Kogan’s Attitude Toward Old People (KAOP) scales were used to collect information on students’ knowledge and attitude toward older adults. Additional questions about demographic data was included along with direct question on interest in working with the older adults. The results from the use of the quantitative approach allowed further statistical analysis using SPSS to identify relationships between the variables. The study found relationships between knowledge of aging and interest in aging-related work. The study recommends that future research examine factors that influence attitude and implementing gerontological education and training in social work programs to improve student’s interest in aging related work.