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FIS3005: Journey 4

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Vernon Totanes
FIS 3005
University of Toronto
10 October 2006

Published in: Technology, Business
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FIS3005: Journey 4

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

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