Consumers' Willingness to communicate in a second language : communicating in service settings

Purpose – The service management literature emphasizes the importance of communication, but language difficulties can make communicating in business settings more difficult. This paper addresses consumer willingness to communicate in a second language to identity the antecedents that drive consumer language preferences. Design/methodology/approach – The paper presents the findings of an empirical study in two multilingual countries with a total of 361 adult respondents. Findings – The findings show perceived control to be the strongest antecedent of consumer willingness to communicate in a second language, and identifies second language skills as an antecedent in countries with little political tensions related to language, while political considerations is a strong antecedent in countries where language use is political. Research limitations/implications – The study is limited to countries with more than one official language. While multilingual countries make up around 2/3 of the world’s population, future research could test whether the same antecedents are applicable in monolingual societies. Practical implications – The findings help managers to understand in which situations consumers may be willing to switch language, and in which situations it is important to serve consumers in more than one language. Originality/value – The paper is the first to draw upon both the service management literature and the sociolinguistic literature to develop and test a model to explain consumer language preferences.status: publishe

Culture and disaster risk management - stakeholder attitudes during Stakeholder Assembly in Lisbon, Portugal

This report provides a summary of the topics discussed and the results of the third CARISMAND Stakeholder Assembly conducted in Lisbon, Portugal on 27-28 February 2018. In order to promote cross-sectional knowledge transfer and gather a variety of attitudes and perceptions, as in the first and second CARISMAND Stakeholder Assemblies held in Romania and Italy in the previous years, the audience consisted of a wide range of practitioners who are typically involved in disaster management, e.g., civil protection, the emergency services, paramedics, nurses, environmental protection, Red Cross, firefighters, military, and the police. Further, these practitioners were from several regions in Portugal, including the island of Madeira. The 40 participants were recruited via invitations sent to various Portuguese organisations and institutions, and via direct contacts of the Civil Protection Department in Lisbon which is one of the partners in the CARISMAND consortium. The event consisted of a mix of presentations and discussion groups to combine dissemination with information gathering (for the detailed schedule/programme see Appendix 1). Furthermore, this third Stakeholder Assembly was organised and specifically designed to discuss and collect feedback on a comprehensive set of recommendations for disaster practitioners, which will form one of the core elements of the CARISMAND Work Package 9 ‘Toolkit’. These recommendations, which have all been formulated on the basis of Work Packages 2-10 results, were structured in four, main “sets”: 1. Approaches to ethnicity in disaster management; 2. Culturally aware disaster-related training activities; 3. Cultural factors in disaster communication, with the sub-sets: a. Cultural values and emotions; (cross-)cultural symbols; “physical” aides and methods; b. Involvement of cultural leaders; involvement of specific groups; usage of social media and mobile phone apps; and 4. Improving trust, improving disaster management. In an initial general assembly, the event started with presentations of the CARISMAND project and its main goals and concepts, including the concept of culture adopted by CARISMAND, and the planned CARISMAND Toolkit architecture and functionalities. These were followed by a detailed presentation of the first of the above mentioned sets of recommendations for practitioners. Then, participants of the Stakeholder Assembly were split into small groups in separate breakout rooms, where they discussed and provided feedback to the presented recommendations. Over the course of the 2-day event, this procedure was followed for all four sets of recommendations. To follow the cyclical design of CARISMAND events, and wherever meaningful and possible, the respective Toolkit recommendations for practitioners provided also the basis for a respective “shadow” recommendation for citizens which will be discussed accordingly in the last round of CARISMAND Citizen Summits (Citizen Summit 5 in Lisbon, and Citizen Summit 6 in Utrecht) in 2018. The location of the Third Stakeholder Assembly was selected to make use of the extensive local professional network of the Civil Protection Department in Lisbon, but also due to Portugal being a traditional “melting pot” where, over more than a millennium, people from different cultural backgrounds and local/ethnical origins (in particular Africa, South America, and Europe) have lived both alongside and together. All documents related to the Working Groups, i.e. discussion guidelines and consent forms, were translated into Portuguese. Accordingly, all presentations, as well as the group discussions were held in Portuguese, aiming to avoid any language/education-related access restrictions, and allowing participating practitioners to respond intuitively and discuss freely in their native language. For this purpose, simultaneous interpreters and professional local moderators were contracted via a local market research agency (EquaçãoLógica), which also provided the basic data analysis of all Working Group discussions and an independent qualitative evaluation of all recommendations presented in the event. The results of this analysis and evaluation will demonstrate that most recommendations were seen by the participating practitioners to be relevant and useful. In particular, those recommendations related to the use of cultural symbols and the potential of mobile phone apps and/or social media were perceived as stimulating and thought-provoking. Some recommendations were felt to be less relevant in the specific Portuguese context, but accepted as useful in other locations; a very small number was perceived to be better addressed to policy makers rather than practitioners. These and all other suggestions for improvement of the presented CARISMAND Toolkit recommendations for practitioners have been taken up and will be outlined in the final chapter of this report.The project was co-funded by the European Commission within the Horizon2020 Programme (2014-2020).peer-reviewe

Culture and disaster risk management - synthesis of stakeholder attitudes during 3 Stakeholder Assemblies in Romania, Italy and Portugal

This report provides a synthesis of the results of three CARISMAND Stakeholder Assemblies held in A) Bucharest,Romania on April 14-15, 2016; B) Rome,Italy on February 27-28, 2017; and C) Lisbon,Portugal on February 27-28, 2018. These Stakeholder Assemblies, together with six Citizen Summits (see Deliverables D5.3 – D5.9) were part of the CARISMAND cycle of events (see Figure 1 below). This cycle of events was the key concept at the core of the CARISMAND project which aimed to ensure a comprehensive feedback loop betweendisaster practitioners and citizens. It also allowed for the progression of ideas co-created by disaster practitioners and citizens. The locations of the three Stakeholder Assemblies were chosen due to their rather different “backgrounds”. The three countries had been struck at the time of the respective event by different types of disasters. In addition, the three countries have very different “cultures”, or cultural impacts, at a societal level. Romania has a comparatively strong authoritative systems due to its political history; Italy has experienced a strong direct in-flow of migrants in the last years due to its geological location; and Portugal has long been a traditional “melting pot” where, over more than a millennium, people from different cultural backgrounds and ethnic origins (in particular North Africa, South America, and Europe) have lived together. Accordingly, these differences were expected to allow a wide range of practitioners’ attitudes and perceptions related to cultural factors in disaster management to emerge. In order to not only gather a variety of attitudes and perceptions but also promote cross-sectional knowledge transfer, the audience in all three events consisted of a wide range of practitioners who are typically involved in disaster management, e.g., civil protection agencies , the emergency services, paramedics, nurses, environmental protection agencies, the Red Cross, firefighters, the military, and the police. Further, these practitioners were from several regions in the respective country; in Portugal, the Stakeholder Assembly also included practitioners from the island of Madeira. The 40-60 participants per event were recruited via invitations sent to various organisations and institutions that play a role in disaster management, and via direct contacts of local partners in the CARISMAND consortium. Each assembly consisted of a mix of presentations and discussion groups to combine dissemination with information gathering (for detailed schedules see Appendices A1-A3). In an initial general assembly, the event started with presentations of the CARISMAND project and its main goals and concepts. Then, participants were split into small working groups in separate breakout rooms, where they discussed and provided feedback on a specific topic. After each working group session, panel discussions allowed the participants to present the results of their working group to the rest of the audience. After each panel discussion, keynote speakers gave presentations related to the topic that had been discussed during the working groups. This schedule was designed to ensure that participants are provided with detailed information about recent developments in disaster management, but without influencing the attitudes and perceptions expressed in the working groups. In the third Stakeholder Assembly, different sets of recommendations for practitioners (related to the use of cultural factors in disaster management) were presented to the general audience, followed by small discussion group sessions as described above.The project was co-funded by the European Commission within the Horizon2020 Programme (2014–2020).peer-reviewe

Internationalisation from home- global collaborative project based learning

This paper explores how cross-institutional project-based-learning facilitated by Web 2.0 ICTs supported cross-cultural and cross-institutional student peer learning experiences. The focus of this paper relates to the most recent project named ‘The Gift’ conducted through ‘The Global Studio’. At each institution the students formed small local project teams which were paired with teams of students from one of the other collaborating universities. Initial findings suggest the majority of students perceived this innovative initiative as having facilitated their learning, especially in the intended areas of development of virtual teamwork and communication skills. This paper focuses on initial findings with regards peer learning in relation to ICTs and cross-cultural communication

National culture and on-line trust: a study of internet Egyptian users

This research-in-progress investigates cultural issues in e-commerce trust. An experiential survey was conducted with three hundred and seventy Egyptian Internet users, exploring two book-seller web sites. Structure equation modeling analysis suggested that, for the target sample, perceived reputation and perceived familiarity with an Internet store have significant effect on building trust for that store. The paper discusses the importance of these two factors within the Egyptian culture

An Exploratory Study of Patient Falls

Debate continues between the contribution of education level and clinical expertise in the nursing practice environment. Research suggests a link between Baccalaureate of Science in Nursing (BSN) nurses and positive patient outcomes such as lower mortality, decreased falls, and fewer medication errors. Purpose: To examine if there a negative correlation between patient falls and the level of nurse education at an urban hospital located in Midwest Illinois during the years 2010-2014? Methods: A retrospective crosssectional cohort analysis was conducted using data from the National Database of Nursing Quality Indicators (NDNQI) from the years 2010-2014. Sample: Inpatients aged ≥ 18 years who experienced a unintentional sudden descent, with or without injury that resulted in the patient striking the floor or object and occurred on inpatient nursing units. Results: The regression model was constructed with annual patient falls as the dependent variable and formal education and a log transformed variable for percentage of certified nurses as the independent variables. The model overall is a good fit, F (2,22) = 9.014, p = .001, adj. R2 = .40. Conclusion: Annual patient falls will decrease by increasing the number of nurses with baccalaureate degrees and/or certifications from a professional nursing board-governing body

Greeting and leave-taking in Texas : perception of politeness norms by Mexican-Americans across sociolinguistic divides

textThe present study sheds light on how 16 Mexican-Americans residing in Texas perceive and follow politeness norms (e.g., Brown & Levinson, 1987; Fraser, 1990; Terkourafi, 2005) related to greetings and leave-takings in different cultural and linguistic contexts. Data from online questionnaires identify a significant difference in perceived level of social expectation (i.e. politeness) for employing the speech acts with Spanish- versus non-Spanish speakers. The data support previous research in identifying a sense of solidarity among Mexican-American extended families, but go further in suggesting that this bond extends to other Spanish-speaking acquaintances. Better understanding of these norms should facilitate inter-cultural exchanges between linguistic in- and out-group members.Spanish and Portugues

Measuring individual differences in generic beliefs in conspiracy theories across cultures: the Conspiracy Mentality Questionnaire (CMQ)

Conspiracy theories are ubiquitous when it comes to explaining political events and societal phenomena. Individuals differ not only in the degree to which they believe in specific conspiracy theories, but also in their general susceptibility to explanations based on such theories, that is, their conspiracy mentality. We present the Conspiracy Mentality Questionnaire (CMQ), an instrument designed to efficiently assess differences in the generic tendency to engage in conspiracist ideation within and across cultures. The CMQ is available in English, German, and Turkish. In four studies, we examined the CMQ’s factorial structure, reliability, measurement equivalence across cultures, and its convergent, discriminant, and predictive validity. Analyses based on a cross-cultural sample (Study 1a; N = 7,766) supported the conceptualization of conspiracy mentality as a one-dimensional construct across the three language versions of the CMQ that is stable across time (Study 1b; N = 141). Multi-group confirmatory factor analysis demonstrated cross-cultural measurement equivalence of the CMQ items. The instrument could therefore be used to examine differences in conspiracy mentality between European, North American, and Middle Eastern cultures. In Studies 2–4 (total N = 476), we report (re-)analyses of three datasets demonstrating the validity of the CMQ in student and working population samples in the UK and Germany. First, attesting to its convergent validity, the CMQ was highly correlated with another measure of generic conspiracy belief. Second, the CMQ showed patterns of meaningful associations with personality measures (e.g., Big Five dimensions, schizotypy), other generalized political attitudes (e.g., social dominance orientation and right-wing authoritarianism), and further individual differences (e.g., paranormal belief, lack of socio-political control). Finally, the CMQ predicted beliefs in specific conspiracy theories over and above other individual difference measures

Conceptualizing human resilience in the face of the global epidemiology of cyber attacks

Computer security is a complex global phenomenon where different populations interact, and the infection of one person creates risk for another. Given the dynamics and scope of cyber campaigns, studies of local resilience without reference to global populations are inadequate. In this paper we describe a set of minimal requirements for implementing a global epidemiological infrastructure to understand and respond to large-scale computer security outbreaks. We enumerate the relevant dimensions, the applicable measurement tools, and define a systematic approach to evaluate cyber security resilience. From the experience in conceptualizing and designing a cross-national coordinated phishing resilience evaluation we describe the cultural, logistic, and regulatory challenges to this proposed public health approach to global computer assault resilience. We conclude that mechanisms for systematic evaluations of global attacks and the resilience against those attacks exist. Coordinated global science is needed to address organised global ecrime