290 research outputs found
Generations: Creative Computation, Community, and the Rhetorical Canon
âGenerations: Creative Computation, Community, and the Rhetorical Canonâ investigates how computational poets and artists use the intrinsic rhetoricity of generative computational processes for social critique and community-building, through a renewal of the classical rhetorical canon. Computer-generated poetry and art is often created using the same technological mechanisms (full-stack development, procurement and manipulations of âbig dataâ) as the algorithms and social norms it sets out to critique. These conditions of production provide a unique rhetorical perspective for revisiting the classical rhetorical canonsâinvention, arrangement, style, memory, and delivery. From this vantage point that views classical rhetorical theory in contemporary digital context, I detail ways that computer-generated texts relate to concerns of social critique and enable digital communities. âGenerationsâ demonstrates the rhetorical possibilities and limitations of computer-generated creative texts as artistic correctives in response to specific harms (like neoliberal individualism and data colonialism) of contemporary digital life. It also demonstrates the ways that these texts are created in community with others, a salient feature of the genre that amplifies its capacity for social engagement.Doctor of Philosoph
Essays on employee management in service operations
This dissertation takes an employee-oriented approach to the within-firm OM decisions and investigates the effects of interventions focusing on employees on the process outcomes. Through a series of three essays, we handle three management tools; rank-based performance feedback, knowledge transfer via the adoption of best practices, and algorithmic real-time feedback and coaching; each has potential adverse effects on employees yet could be very rewarding once successfully implemented. We seek to gain a profound understanding of employee behavior and stimulate engagement, thereby fostering more efficient and productive systems.
In the first chapter, we conduct a series of experiments to study the impact of three different types of relative performance feedback (RPF) on middle-ranked workers' output on a skill-based task. We find that receiving any type of feedback reduces performance compared to no feedback. We conduct mediation analysis and show that receiving feedback changes employees' feelings associated with general performance, which explains the performance reduction. Aligned with theory, delivering feedback increases the focal employee's social comparison involvement (SCI), which measures the focal individual's tendency to compare themselves to others while performing the task, and their shame.
The second chapter concentrates on enhancing performance through fostering internal knowledge transfer and promoting the adoption of best practices. Through a series of experiments, we assess the effects of providing performance feedback in conjunction with best practices on knowledge-seeking behavior, best practice adaptions, and operational performance. Our study poses an exciting finding by showing that RPF's previously documented negative effect on middle-ranked workers could be mitigated, and performance improvement could be attained when combined with best practices.
The concluding chapter focuses on the effect of using algorithmic feedback and coaching as management tools in service operations within call center environments. Companies are deploying artificial intelligence applications into service settings in a variety of ways, from automating agent tasks to replacing human servers altogether. This study examines how artificial intelligence-based feedback (AI) impacts customer service agent employee productivity as measured by three key performance indicators: call-handle time, customer satisfaction, and call service quality. Our field partner, a North American outsourced call center deployed the AI software to monitor calls during a bill collection campaign and provide visible cues to remind agents of their service script requirements. In this way, the AI acts as a real-time supervisor, assessing agent performance and offering real-time feedback during and after the call. Using international call center data, we provide evidence that agents with access to the AI feedback are indeed more likely to comply with scripts and in so doing, deliver increased operational efficiency with lower call handle time. Moreover, calls conducted with AI feedback show an increase in two service quality metrics not commonly associated with technology-assisted communication: respect and rapport.
In summary, through three studies, we offer theoretical and practical implications about the use and challenges associated with various management tools and provide ways to improve employee behavior to stimulate engagement and foster more efficient and productive systems
An empirical investigation of the effects of empathy of apology and monetary compensation on customersâ revenge desires after double deviations
This study examines the effect of empathy of the apology and monetary overcompensation on customersâ revenge desires following double deviations. Double deviations can be defined as situations in which firms fail to recover from service failure. Two research questions that guide the current research are (1) how does the level of empathy of the apology impact on consumersâ revenge desires after double deviation? and (2) how does the combination of the level of empathy of apology and the amount of monetary compensation impact on customersâ revenge desires after double deviation?
A logical empiricist philosophical perspective informed the research design, which comprised an explanatory, multi-study approach. The study includes two scenario-based experiments and one behavioural experiment to examine the relationship between the double deviation recovery strategy and customersâ revenge desires. Study 1 focuses on customer responses to different levels of empathy of apology and monetary overcompensation, by measuring customersâ self-reported anger and revenge desires. Study 2 focuses on customer responses to different levels of empathy of apology under different conditions of failure intentionality and assesses alternative mediators of different types of inferred intentions of the manager. Study 3 examines the extent to which empathy of apology and monetary overcompensation impact on customersâ revenge behaviours, as well as exploring the relationships in a different failure context.
Over the course of the project, four different types of motivational mediators were considered: the inferred selfish intentions of the manager, the inferred manipulative intentions of the manager, the inferred benevolent intentions of the manager and the inferred selfish intentions of the firm. The two scenario-based experiments were conducted online and in the context of a hotel booking failure. The behavioural experiment was again conducted online but in the context of an online wine retailer prize draw failure.
The findings provide empirical support for a conceptual model of service recovery from double deviation. The study shows that the effect of empathy of apology on revenge desires is mediated by the inferred selfish and manipulative intentions of the manager during service recovery from double deviation. In contrast, monetary overcompensation appears to be ineffective when the utilitarian needs of the customer are met following double deviation. Moreover, the intentionality of the failure does not appear to reduce the effect of empathy of apology on customersâ revenge desires. However, the empathy of the apology appears to be a less effective recovery tactic when the firm instigates a utilitarian failure.
The current research provides three contributions to the service recovery literature. First, the study extends the attribution-based theory of service recovery from double deviation by demonstrating that empathy of apology can be utilised to alleviate customersâ revenge desires. Second, customersâ inferences of managerial intent mediate the effects of empathetic apologies on revenge desires, thereby playing a pivotal role in double deviation recovery. Third, the current study advances conceptual understanding of the nature of the inferred intentions that drive revenge desires, by highlighting that the negative inferred intentions appear to mediate the model of the effects of empathetic apologies. The research presents implications for practitioners and policy makers concerning how to improve service recovery outcomes.
Data supporting the thesis is available on the University of Birmingham eData repository https://doi.org/10.25500/edata.bham.0000104
IMPROVING TRUST AND USE OF EDUCATION RESEARCH
Despite over two decades of steady improvement in research on what works in education policy and practice, the evidence on how best to deploy these findings is still very weak. While anecdotal data and professional expertise are inherently valuable â use of evidence and professional expertise are not mutually exclusive. On the contrary, by relying on high quality evidence for decisions where the data exists, education practitioners can be freed to refocus their mental energy to other day-to-day decisions. The purpose of this present triad of studies is (1) to better understand the landscape of obstacles that impede research use in education, (2) to test the impact of a strategy to mitigate one such obstacle, and (3) to identify how publication bias inflates the effects of education outcomes. The findings herein indicate that trust is an underlying issue in research use, and that interventions may support improvements in research use if meta-analysts work to insure more reliable, uninflated results. This work may be used to guide research translation efforts, identify ways to increase replicability of effects, and ultimately to improve uptake of high-quality research in education
The Breeding of Wolves: Understanding the Escalation Continuum & Escalation Dynamics of Contemporary Sex Trafficking Demand
This quantitative, quasi-longitudinal research was conducted to empirically examine if sex-demand buyer behavior of heterosexual males is causational based on commonplace societal and transgenerational influences. These causational influences are termed âescalation dynamics,â which can lay on a ranged scale from adolescent development through adulthood, termed an âescalation continuum.â This research aimed to research how and why a heterosexual male becomes a sex buyer from different influences over a developmental time frame. Participants had to meet the criteria of being a heterosexual male, having been arrested for sex-demand buying, and currently participating or having completed the Sex Buyers Transformation and Restoration (STAR) Program. The 67-question My Sex Life Survey was completed online by 56 respondents. The results indicated a correlation between developmental influences, i.e., escalation dynamics, such as hegemonic masculinity, traditional male roles, internet pornography, strip clubs, and beliefs leading to the objectification of prostituted females. The research showed multiple significant inferences on sex-demand buyer behavior concerning negative heterosexual male influences from adolescents to adulthood. Furthermore, the results showed and exposed a range of sex-demand buyers as being more or less hegemonic in their masculinity traits, suggesting that men who suffer more significant strain suffer greater symptoms of hegemonic masculinity
The effect of Type 2 diabetes risk communication and risk perception on health behaviour intentions in a substance dependence population
Background: The risk and burden of diabetes is greatest among vulnerable populations such as people living with mental health and substance use disorders. However, there is a paucity of research examining Type 2 diabetes (T2D) risk in this population. There is a wealth of research in health risk communication which suggest the effectiveness of message framing and tailored risk feedback; however, little is known about their potential utility when used concurrently for T2D prevention in people with substance use problems.
Methods: Study 1 was a systematic review, comprised of 5 empirical studies, that examined health risk communication in people who experience substance use problems. Study 2 was an online randomised controlled trial which evaluated the effects of message framing and tailored risk feedback on T2D risk perception and behavioural intentions, and if these effects were varied by level of alcohol consumption. Three hundred and forty-seven online participants were stratified by levels of alcohol consumption and subsequently randomised to receive T2D information, risk estimates, and lifestyle recommendations that were subjected to 4 different message framing and tailoring manipulations. Study 3 involved conducting a secondary data analysis, using both archival data from cross-sectional study and data from Study 4, to examine the risk and rates of T2D among people with alcohol and/or other drug (AOD) problems. A 2x2 ANCOVA, with gender and age as covariates, was used to assess if there was a significant interaction effect between alcohol consumption and mental health disorder (MHD) on T2D risk. Study 4 assessed the effectiveness of an online T2D risk communication intervention (T2D-RC) in a sample of 459 participants with AOD problems. Participants were randomized to either the intervention or a control (COVID-19 health message) group. The T2D-RC was developed based on findings from Study 1 and 2 and it incorporated the Australian Type 2 Diabetes Risk Assessment Tool (AUSDRISK). Measures of T2D risk perception and behavioural intentions for physical activity and diet were assessed pre- and post-intervention for both Study 2 and 4.
Results: Study 1 found that message framing, specifically gain-framed messages, had a positive impact on smoking cessation. However, the limited number of studies included were characterised by heterogeneous methods and measures. Study 2 did not find any significant differences in T2D risk perceptions or behavioural intentions by study arm. However, T2D risk perception scores and accuracies, and behavioural intentions significantly increased post-intervention across all conditions. In Study 3, the secondary data analysis of pooled participants with AOD problems indicated not only a high proportion of participants diagnosed with diabetes, but also an increased risk of T2D amongst the remaining participants despite their average age being lower than the typical age of T2D onset. After accounting for gender and age, there was no significant interaction effect but there were significant main effects of alcohol consumption and MHD on T2D risk. In Study 4, participants who received the T2D-RC reported a significantly greater increase in T2D risk perception. Additionally, there was a significantly larger proportion of participants who improved their T2D risk perception accuracy compared to the control group.
Conclusion: This thesis highlights that people with AOD problems are an increased risk of developing T2D and that these individuals tend to not have an accurate perception of their risk. Health risk communication may be a viable intervention that can have positive implications on risk perception and behavioural intentions. Future research would benefit from a mixed methods approach and a greater focus on the subtle effects of message framing
Cultivating Employee Relationships
The study was a qualitative flexible study on the actions and behaviors of employees and their leaders in cultivating internal relationships that have an impact on the business results of an organization. Using various triangulation methods, interviews, observations, and archived data, the study is constructive in design. I interpreted the experiences of the 20 participants (6 leaders and 14 employees). The flexible design allowed for follow-up questions that required changing the scope of the data collection as more data occurred. Validity and reliability are important factors in the qualitative research as these factors add to the credibility of the findings. Through member checking, validation occurred from the findings from the participants and checked for accuracy in the emerged themes. I was the primary data collector, analyzer, and documentation protector. Protecting the identity of the participants and Company X was done by keeping the documents, transcriptions, and findings on a password protected device. After 3 years, destroying the s information is necessary. Ethically, I did ensure the findings were free from bias using bracketing. Bracketing is a diligent process that involves the researcher to perform self-examinations to ensure that the bias and personal conclusions do not interfere with the true findings of the study
The impact of social participation and attachment styles on mentalizing and emotion regulation in adults living in the United States
Prior studies have shown that attachment styles interact with social inclusion to impact belonging, self-esteem, control, sense of meaning, and positive mood. No studies have investigated how the interaction of attachment and social participation impacts selfregulatory mechanisms. The main goal of this study was to address this gap and investigate how the interaction of different social participation conditions (ostracism, overinclusion, inclusion) and attachment styles impact two regulatory mechanisms, specifically, mentalizing capacities and emotion regulation. Adult participants were recruited through Amazon Mechanical Turk. This was the first study to demonstrate that ostracism and inclusion influence the relationship between attachment style and regulatory mechanisms. Specifically, in the ostracism condition, anxious attachment was associated with greater state emotion regulation difficulties, namely, limited ability to modulate emotional/behavioral responses and lack of emotional clarity. In the inclusion condition, avoidant attachment was associated with lower online mentalizing. The exploratory study demonstrated how different aspects of dispositional mentalizing mediate the relationship between attachment and emotion regulation. Specifically, avoidant and anxious attachment were negatively related to state emotion regulation difficulties, and this was mediated by dispositional uncertainty of mental states. Avoidant attachment was positively related to state emotion regulation difficulties, and this was mediated by a disposition for adequate mentalizing. Finally, results emphasize the importance of improving construct validity in the self-report measure of dispositional mentalizing
AI as a Material for Design
From Netflix recommendations to Amazon Echos sitting proudly on kitchen countertops, artificial intelligence (AI) has been inserted into the mundane settings of our everyday lives. These âsmartâ devices and services have given rise to the collection of data and processing within everyday objects, accumulating new challenges, particularly in legibility, agency, and negotiability of interactions. The emerging field of Human Data Interaction (HDI) recognises that these challenges go on to influence security, privacy, and accessibility protocols, while also encompassing socio-technical implications. Furthermore, these objects challenge designersâ traditional conventions of neutral interactions, which only work as instructed. However, these smart objects go beyond typical human-object relationships functioning in new and unexpected ways, creeping in function, and existing within independent and interdependent assemblages of human and non-human actantsâdemanding alternative considerations and design practice. This thesis aims to question the traditional practice of considering and designing for AI technology by arguing for a post-anthropocentric perspective of things with agency, by adopting the philosophical approach of Object Orientated Ontology with design research. This research ultimately presents and builds (a currently) unorthodox design approach of Human-AI Kinship that contests the design orthodoxies of human-centred design. Conclusively, this research seeks to bring into being AI as a material for design and justify through the case study of AI legibility. A More than Human Centered Design approach is established through a transdisciplinary and iterative Research through Design methodology, resulting in the design of AI iconography that attempts to communicate and signify AIâs ontology to human users. This thesis is concluded by testing the legibility of the icons themselves and discussing philosophy as an asset for design research
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