The role of age and gender in the retail service encounter

Research typically explores the service encounter in relation to the soft and hard skills of front line staff, yet has neglected the role the visible diversity of sales staff have on the interactions between the service deliverer and receiver. This paper therefore attempts to address this gap in knowledge by reporting on how the age and gender of customer facing staff can influence customer evaluations of the retail service encounter in a health and beauty retailer. An analysis of qualitative interviews with forty customers and twenty store staff propose that customers attempt to 'match' and 'mirror' the age and gender of sales staff with their expectations of who should deliver good retail service during the retail service encounter

Exploring the UK high street retail experience: is the service encounter still valued?

Purpose: The relationship between service quality, the service encounter and the retail experience is explored within a changing UK retail environment. Design: Data was gathered from forty customers and twenty staff of an established UK health and beauty retailer with a long standing reputation for personal customer service. A qualitative analysis was applied using both a service quality and a customer value template. Findings: Customers focused more on the utilitarian features of the service experience and less on ‘extraordinary’ aspects, but service staff still perceived that the customer encounter remained a key requisite for successful service delivery. Research implications: Recent environmental developments - involving customers, markets and retail platform structures - are challenging traditional service expectations. Practical Implications: Retailers may need to reassess the role of the service encounter as part of their on-going value proposition. Originality/value: There has been limited research to date on the perception of shoppers to the service encounter in a changing retail environment and to the evolving notions of effort and convenience

Online Reputation Systems in Web 2.0 Era

Web 2.0 has transformed how reputation systems are designed and used by the Web. Based on a thorough review of the existing online reputation systems and their challenges in use, this paper studied a case of Amazon’s reputation system for the impacts of Web 2.0. Through our case study, several distinguished features of new generation reputation systems are noted including multimedia feedbacks, reviewer centered, folksonomy (use of tag), community contribution, comprehensive reputation, dynamic and interactive system etc.. These new developments promise a path that move towards a trustworthy and reliable online reputation system in the Web 2.0 era

Evaporation Reduction Investigations Relating to Small Reservoirs In Arid Regions

This item is part of the Agricultural Experiment Station archive. It was digitized from a physical copy provided by the University Libraries at the University of Arizona. For more information, please email CALS Publications at [email protected]

Densities with Gaussian Tails

Consider densities fi(t), for i = 1, ..., d, on the real line which have thin tails in the sense that, for each i, fi(t) ∼ γi(t)e−ψi(t), where γi behaves roughly like a constant and ψi is convex, C2, with ψ′ → ∞ and ψ″ > 0 and l/√ψ″ is self-neglecting. (The latter is an asymptotic variation condition.) Then the convolution is of the same form ft * ... *fd(t) ∼ γ(t)e − ψ(t) Formulae for γ, ψ are given in terms of the factor densities and involve the conjugate transform and infimal convolution of convexity theory. The derivations require embedding densities in exponential families and showing that the assumed form of the densities implies asymptotic normality of the exponential familie

Debris and micrometeorite impact measurements in the laboratory

A method was developed to simulate space debris in the laboratory. This method, which is an outgrowth of research in inertial confinement fusion (ICF), uses laser ablation to accelerate material. Using this method, single 60 micron aluminum spheres were accelerated to 15 km/sec and larger 500 micron aluminum spheres were accelerated to 2 km/sec. Also, many small (less than 10 micron diameter) irregularly shaped particles were accelerated to speeds of 100 km/sec

Second-order regular variation, convolution and the central limit theorem

AbstractSecond-order regular variation is a refinement of the concept of regular variation which is useful for studying rates of convergence in extreme value theory and asymptotic normality of tail estimators. For a distribution tail 1 − F which possesses second-order regular variation, we discuss how this property is inherited by 1 − F2 and 1 − F∗2. We also discuss the relationship of central limit behavior of tail empirical processes, asymptotic normality of Hill's estimator and second-order regular variation

When Do People Trust Their Social Groups?

Trust facilitates cooperation and supports positive outcomes in social groups, including member satisfaction, information sharing, and task performance. Extensive prior research has examined individuals' general propensity to trust, as well as the factors that contribute to their trust in specific groups. Here, we build on past work to present a comprehensive framework for predicting trust in groups. By surveying 6,383 Facebook Groups users about their trust attitudes and examining aggregated behavioral and demographic data for these individuals, we show that (1) an individual's propensity to trust is associated with how they trust their groups, (2) smaller, closed, older, more exclusive, or more homogeneous groups are trusted more, and (3) a group's overall friendship-network structure and an individual's position within that structure can also predict trust. Last, we demonstrate how group trust predicts outcomes at both individual and group level such as the formation of new friendship ties.Comment: CHI 201