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FIS3005: Journey 4

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Vernon Totanes

Vernon Totanes
FIS 3005
University of Toronto
10 October 2006

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FIS3005: Journey 4 FIS3005: Journey 4 Presentation Transcript

  • Journey 4
    • Vernon Totanes
    • FIS 3005
    • 10 October 2006
  • Overview
    • History of the book
    • Introduction
    • Untangling the Relationship
    • Influence
    • Issues
  • Doing Exemplary Research
    • 6 reviews (1993-1996)
    • Google Scholar - 22 citations
    • Amazon.com Sales Rank: #452,459
    • Stablein, Massey University (New Zealand)
    • Frost, UBC; died 2004
  • Doing Exemplary Research
  • Introduction
    • Cumberland Bank and Trust
    • Moment of truth, expectation, perception
    • CSS, mystery shopper
    • GMTY 100, Phantom
    • Recruitment
  • Introduction
  • Untangling the Relationship
    • Outline
    • Quantitative
    • Qualitative
    • Sutton, R.I. & Rafaeli, A. (1988) Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores. Academy of Management Journal, 31:461-487.
  • Initial Perspective
    • Contention: “...displayed pleasant emotions can act as control moves at the organizational level of analysis.”
    • Hypothesis: “...store sales would be greater to the extent that clerks displayed positive emotions during transactions with customers.”
  • Methodology
    • Sample
    • Procedure
    • Greeting, thanking, smiling, eye contact
    • Variables: predictor, control, criterion
  • Quantitative
    • Mean
    • Standard deviation
    • Correlation coefficient
      • -1 to 0 to 1
      • Positive/negative = Direct/Indirect
    • Statistically significant
  • Coefficients
    • r = -.54
    • r = .85
  • Table 1
  • Table 2
  • Qualitative
    • Case studies
    • Work as clerk
    • Conversations with managers
    • Customer service workshop
    • About 40 visits
    • “Lady, we don’t have time for your please and thank you. Can’t you see how busy we are? Just say what you want.”
    “ Can I please have a plastic bag for my merchandise?”
  • Revised Perspective
    • “...the expression of positive emotion by clerks may not be a control move that influences the buying behavior of customers...”
    • “...store pace is a cause, rather than an effect, of expressive behavior.”
    • Norms during busy times
    • Norms during slow times
  • New Hypotheses
    • “...store sales would be negatively related to the expression of positive emotion...”
    • “...a store’s average line length would be negatively related to the expression of positive emotion.”
  • Table 4
  • Discussion
    • Disclaimers
    • Suggestions
    • Ethics
    • Changing norms
  • Influence
    • AMJ award (1988)
    • Google Scholar - 100 citations
    • Web of Science - 116 citations
  • Web of Science
  • Web of Science
    • Sutton and Rafaeli 8 papers published (1986-1991)
    • Stanford
    • Books
    • Blog
    • Technion
    • Current research
    • Family
  • Issues
    • Academics and practitioners
    • Technical and natural language
    • Cultural differences
    • All things being equal...