Comparing the generalizability of online and mail surveys in cross-national service quality research

To compare the generalizability of online and mail surveys in a cross-national service quality study, the authors use G-theory and find a comparable level of generalizability, though online surveys benefited from considerably lower costs. This article contributes to the current comparison of the response quality between online and mail surveys. Furthermore, the authors illustrate how G-theory can be used to compare online and mail surveys and take data collection costs into account. Important implications include the process and results of comparing two survey modes and the effects for service research. Copyright Springer Science + Business Media, Inc. 2006Online marketing research, Response quality, Generalizability theory,

An analysis of the effect of pre-incentives and post-incentives based on draws on response to web surveys

Web surveys, Incentives, Draws, Response rate, Quality response,

Improving the response rate and quality in Web-based surveys through the personalization and frequency of reminder mailings

Web-based surveys, Electronic studies, Personalization of invitations, Frequency of messages, Response rate, Response quality,

Emotional labour and job satisfaction of adventure tour leaders: does gender matter?

This study aims to examine potential gender differences between adventure tour leaders employed in Australia in regards to the emotions they invest into their jobs. More specifically, it examines the impact of two types of emotional labour, surface acting and deep acting, on male and female adventure tour leaders’ job satisfaction. Whilst surface acting refers to faking feelings that are not really felt, or hiding feelings that are inappropriate to display, deep acting is concerned with aligning one\u27s true feelings with the ones required by the job. Data were gathered through a quantitative on-line survey. Whilst the findings showed that deep acting had a statistically significant positive effect on adventure tour leaders’ job satisfaction, there was no statistically significant relationship between surface acting and job satisfaction. In relation to gender, there were no statistically significant differences between males and females in relation to surface acting, deep acting, job satisfaction, or the impact of surface acting and deep acting on job satisfaction. Contrary to research which suggests that women in general are better at managing their emotions and are more emotionally intelligent than men, it seems like male adventure tour leaders may be just as competent in managing their emotions as female adventure tour leaders. This, in turn, has implications for the manner in which adventure recreation providers manage their human resources