Essay on Research Review Report10

Essay on Research Review Report10 Essay on Research Review Report10 Research Review Report 10th October 2014 Table of Contents Table of Contents ..................................................................................................................... 1 Introduction .............................................................................................................................. 2 Topic .......................................................................................................................................... 2 Critical Evaluation and Theory Application ......................................................................... 3 Affective Transfer .................................................................................................................. 3 Emotional Labour .................................................................................................................. 3 Performance Motivation ........................................................................................................ 4 Store Busyness ............ ........................................................................................................... 4 Conclusion ................................................................................................................................ 5 References ................................................................................................................................. 6 Page 1 Research Review Report 10th October 2014 Introduction Environmental psychology observed that humans respond and interact to specific surrounding environments. A consequence of these interactions are the conscious or subconscious feelings created from one’s perceptions. The ‘Mehrabian-Russel stimulus-response’ model (cited in Lovelock, Patterson & Wirtz, 2011) illustrated, that feelings trigger behaviours. Subsequently, Lovelock, Patterson and Wirtz (2011) perceived that feelings are actually a critical and important element in the creation of successful service environments. This report review was based on the interaction between employees and customers with specific emphasis on affective transfer (emotional exchange) and performance motivation (service behaviours) during a service encounter. The review focused on internal responses (being cognitive, emotional and psychological) of employees and clients based on the ‘servicescape’ model developed by Bitner (1992, cited in Lovelock, Patterson & Wirtz, 2011). Topic The article under review: Grandey, A. A., Goldberg, L. S. & Douglas Pugh S. (2011). Why and when do stores with satisfied employees have satisfied customers?: The roles of responsiveness and store busyness. Journal of Service Research, (14)4, 397-409. doi:10.1177/1094670511410304 The article examined how customer satisfaction is effected by employee satisfaction. Two main aspects were explored to this effect: affective transfer and performance motivation. The article expanded further with an analysis of the relationship between store busyness and customer satisfaction. Initially the article studied the affective transfer (emotional contagion) that linked employees and customers in their interaction. Emotional contagion is described as the conscious or subconscious (primitive emotional contagion) transfer of emotions from one person to another (Hennig-Thurau, Groth, Paul, & Gremler, 2006). Through this process of direct interaction, Grandey, Goldberg and Douglas Pugh (2011) observed that frontline employees give off an ‘affective trace’ that directly influences customers’ experience. Another aspect explored by Grandey, Goldberg and Douglas Pugh (2011) was the indirect effect of satisfied employees with the quality of service offered. Described by Grandey, Goldberg and Douglas Pugh (2011) as the ‘performance explanation’, the paper verified the principles of the service-profit chain where satisfied employees provided a higher quality service to their patrons

Student Essay

Student Essay Student Essay Student Essay: Useful Tips They say that student essay is just an awful task, which is hated by all the students, especially, student essay about education, as this is the task each student has to come through. Well, maybe this saying is right in some way, however, nowadays with the appearance of the Internet and different custom essay writing services student essay is not an executioner any more. If you have an access to the Internet you have an access to all the kinds of student essay writing tips, and student essay about education is not a problem as well. Here are several tips for you at the subject how to write student essay written by the professionals of our custom writing service who have completed hundreds of different student essays and won the highest grades to their customers. While you are writing your student essay, you have to remember one of the main principles of the successful student essay writing: do not tell what you want to tell, show it. Use the words in order to draw the pictures and to show the reader the text you are writing. Keep your reader hooked, instead of making him or her bored with your monotonous presenting the sequence of circumstances. Make a whole story from your student essay ( Choose the topic you are interested in and have a passion for. It is possible to write good student essay only on the topic, which is really interesting to the writer. If you like the subject, you are writing about in your student essay that means that you know a lot about it, that is why it will not take much time from you to search the necessary information. Do not write either too short or too long sentences in your student essay. You see if the sentences are too short all your student essay seems to be chopped and cut short. If you write too long sentences, your essay may seem to be too complicated and confusing. Write the sentences of average length, in order to show that you are able to express your ideas in a logical and clear way. Proofread the student essay after you think that it is completed. Different grammar mistakes, or wrong usage of words, or incorrect sentence structure, all this badly influence upon your grade for the student essay and show your indifference to the reputation and grade you are going to get. Read also: Term Paper on Personal Success Creative Writing Thesis Writers of Term Papers Dissertation Writers Dissertation Service