Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross‐national Kano study

Recent research in customer satisfaction suggests that attributes of products and services can be classified into three categories, must-be factors, one-dimensional factors and excitement factors, which all affect customer satisfaction and dissatisfaction. These originate from Kano’s model (1984) that allows researchers to gain a deeper understanding of customer preferences by analysing how they evaluate and perceive product or service attributes. This paper uses the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. For products such as the TV remote control, Kano (2001; 2006) showed that excitement factors deteriorate to must-be factors over time. This research investigates whether the same phenomenon holds true for attributes of service employees. Data were collected from 197 respondents with complaining experience in the UK and Saudi Arabia, these being two countries at different stages of service sector development and the analysis of the Kano maps reveal significant differences between the two countries

Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters

Purpose – The paper explores the nature of complaint satisfaction. It examines how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results obtained from two laddering methods as the alternative techniques may lead to different sets of attributes. Design/methodology/approach – An exploratory study using the means-end approach and two laddering techniques (personal interviews and questionnaires) was conducted. Findings –While the personal interviews produced more depth in understanding, the results of the two laddering methods are broadly similar. The research indicates that being taken seriously in the complaint encounter and the employee’s listening skills and competence are particularly important. Research limitations/implications – Due to the exploratory nature of the study and the scope and size of its student sample, the results outlined are tentative in nature. Practical implications – If companies know what customers expect, contact employees may be trained to adapt their behavior to their customers’ underlying expectations, which should have a positive impact on customer satisfaction. For this purpose, the paper gives suggestions to managers to improve active complaint management. Originality/value – The study was the first to successfully apply the means-end approach and two laddering techniques to the issue of complaint satisfaction. The paper has hopefully opened up an area of research and methodology that could reap considerable further benefits for researchers interested in the area of customer complaint satisfaction

Designing and conducting online interviews to investigate interesting consumer phenomena

Purpose – This paper thoroughly explains how qualitative researchers can design and conduct online interviews to investigate interesting consumer phenomena. Design/Methodology/Approach – A semi-standardized qualitative technique called laddering was applied successfully to an online environment. Laddering allows researchers to reach deeper levels of reality and to reveal the reasons behind the reasons. A web survey that included an opinion leadership scale, filled in by 2,472 people, served as a springboard for identifying possible participants for the online laddering interviews. 22 online interviews were conducted with opinion leaders in the specific product field of digital music players such as Apple’s iPod. Findings – By conducting online interviews we were able to gather information from an interesting group of respondents that would have been difficult to contact otherwise. The whole online interviewing process was convenient for respondents who did not have to leave their homes and offices for the interviews. In general respondents enjoyed the online laddering interviewing experience and in particular the relaxed and friendly atmosphere. The most valued attributes of Apple’s iPod are “control elements” and “design”, which are linked to values such as hedonism and individuality. Originality/value – The paper is the first to systematicallydescribe how qualitative researchers can conduct laddering interviews online. By explaining the online interviewing process in detail, we dispel criticism that qualitative research reports are often unclear, ambiguous and unstructured. Based on the detailed description of the online laddering process, other researchers can use the technique to get deeper insights into interesting consumer phenomena

Spatial inequalities in infant survival at an early stage of the longevity revolution:a pan-European view across 5000+ regions and localities in 1910

Spatial inequalities in human development are of great concern for international organisations and national governments. Demographic indicators like the infant mortality rate are important measures for determining these inequalities. The availability of demographic indicators over long time periods at relatively high levels of geographical detail allows us to examine long-term continuities and changes in spatial inequalities

Postarrest stalling rather than crawling favors CD8(+) over CD4(+) T-cell migration across the blood-brain barrier under flow in vitro.

Although CD8(+) T cells have been implied in the pathogenesis of multiple sclerosis (MS), the molecular mechanisms mediating CD8(+) T-cell migration across the blood-brain barrier (BBB) into the central nervous system (CNS) are ill defined. Using in vitro live cell imaging, we directly compared the multistep extravasation of activated CD4(+) and CD8(+) T cells across primary mouse brain microvascular endothelial cells (pMBMECs) as a model for the BBB under physiological flow. Significantly higher numbers of CD8(+) than CD4(+) T cells arrested on pMBMECs under noninflammatory and inflammatory conditions. While CD4(+) T cells polarized and crawled prior to their diapedesis, the majority of CD8(+) T cells stalled and readily crossed the pMBMEC monolayer preferentially via a transcellular route. T-cell arrest and crawling were independent of G-protein-coupled receptor signaling. Rather, absence of endothelial ICAM-1 and ICAM-2 abolished increased arrest of CD8(+) over CD4(+) T cells and abrogated T-cell crawling, leading to the efficient reduction of CD4(+) , but to a lesser degree of CD8(+) , T-cell diapedesis across ICAM-1(null) /ICAM-2(-/-) pMBMECs. Thus, cellular and molecular mechanisms mediating the multistep extravasation of activated CD8(+) T cells across the BBB are distinguishable from those involved for CD4(+) T cells

Does Culture Impact Preferred Employee attributes in Complaint Handling Encounters?

Recently, Gruber et al.’s (2011) Kano study revealed that complaining customers in Saudi Arabia are less difficult to delight than UK customers. The present study investigates whether these differences are caused by different service sector development stages, as suggested in their study, or by cultural differences instead. Data were collected using Kano questionnaires from 151 respondents with complaining experience in Singapore. This country was chosen as it has a highly developed service economy (like the UK) but also a collectivistic culture (like Saudi Arabia). The analysis reveals that Singaporean customers show the same preferences as those in the UK. We consider this as a strong indicator for the suggested impact of the stage of service sector development rather than cultural differences on complaining customers’ preferences of frontline employee attributes. Our results support the findings by Gruber et al. (2011). By doing so, they surprisingly refute previous research which concluded that national culture plays a significant role in shaping customer expectations during complaint handling encounters. Our study especially corroborates the notion of a life cycle of quality attributes that had been found for goods and services and the preferred attributes of frontline employees dealing with customer complaints

Lifestyle Affects Amyloid Burden and Cognition Differently in Men and Women

OBJECTIVE Evidence on associations of lifestyle factors with Alzheimer's pathology and cognition are ambiguous, potentially because they rarely addressed inter-relationships of factors and sex effects. While considering these aspects, we examined the relationships of lifestyle factors with brain amyloid burden and cognition. METHODS We studied 178 cognitively normal individuals (women, 49%; 65.0 [7.6] years) and 54 individuals with mild cognitive impairment (women, 35%; 71.3 [8.3] years) enrolled in a prospective study of volunteers who completed $^{18}$ F-Flutemetamol amyloid positron emission tomography. Using structural equation modeling, we examined associations between latent constructs representing metabolic/vascular risk, physical activity, and cognitive activity with global amyloid burden and cognitive performance. Furthermore, we investigated the influence of sex in this model. RESULTS Overall, higher cognitive activity was associated with better cognitive performance and higher physical activity was associated with lower amyloid burden. The latter association was weakened to a nonsignificant level after excluding multivariate outliers. Examination of the moderating effect of sex in the model revealed an inverse association of metabolic/vascular risk with cognition in men, whereas in women metabolic/vascular risk trended toward increased amyloid burden. Furthermore, a significant inverse association between physical activity and amyloid burden was found only in men. Inheritance of an APOE4 allele was associated with higher amyloid burden only in women. INTERPRETATION Sex modifies effects of certain lifestyle-related factors on amyloid burden and cognition. Notably, our results suggest that the negative impact of metabolic/vascular risk influences the risk of cognitive decline and Alzheimer's disease through distinct paths in women and men. ANN NEUROL 2022;92:451-463

Brain endothelial tricellular junctions as novel sites for T cell diapedesis across the blood–brain barrier

The migration of activated T cells across the blood-brain barrier (BBB) is a critical step in central nervous system (CNS) immune surveillance and inflammation. Whereas T cell diapedesis across the intact BBB seems to occur preferentially through the BBB cellular junctions, impaired BBB integrity during neuroinflammation is accompanied by increased transcellular T cell diapedesis. The underlying mechanisms directing T cells to paracellular versus transcellular sites of diapedesis across the BBB remain to be explored. By combining in vitro live-cell imaging of T cell migration across primary mouse brain microvascular endothelial cells (pMBMECs) under physiological flow with serial block-face scanning electron microscopy (SBF-SEM), we have identified BBB tricellular junctions as novel sites for T cell diapedesis across the BBB. Downregulated expression of tricellular junctional proteins or protein-based targeting of their interactions in pMBMEC monolayers correlated with enhanced transcellular T cell diapedesis, and abluminal presence of chemokines increased T cell diapedesis through tricellular junctions. Our observations assign an entirely novel role to BBB tricellular junctions in regulating T cell entry into the CNS. This article has an associated First Person interview with the first author of the paper