Humeurs. Citation de Edward T. Hall : La dimension cachée, E. du Seuil

Hall Edward Twitchell. Humeurs. Citation de Edward T. Hall : La dimension cachée, E. du Seuil . In: Sorcières : les femmes vivent, n°5, 1976. Odeurs. p. 44

Humeurs. Citation de Edward T. Hall : La dimension cachée, E. du Seuil

Hall Edward Twitchell. Humeurs. Citation de Edward T. Hall : La dimension cachée, E. du Seuil . In: Sorcières : les femmes vivent, n°5, 1976. Odeurs. p. 44

Experiential Qualities of Whispering with Voice Assistants

We present a Research through Design project that explores how whispering influences the ways people experience and interact with voice assistants. The research project includes a co-speculation workshop and the use of a design probe, which culminated in the production of a design fiction short film. Our design-led inquiry contributes with experiential qualities of whispering with voice assistants: creepiness, trust, and intimacy. Furthermore, we present how whispering opens up new dimensions of how and when voice interaction could be used. We propose that designers of whispering voice assistants should reflect on how they facilitate the experiential qualities of creepiness, trust, and intimacy, and reflect on the potential challenges whispering brings to the relation between a user and a voice assistant.QC 20200217</p

Building customer loyalty in intercultural service encounters: the role of service employees’ cultural intelligence

Intercultural service encounters, in which customers and service employees from different cultures interact, are becoming more common in the market. Despite the importance of such encounters for international marketers, limited research attention has been directed to this area. Drawing on social exchange theory, this study examines how frontline employees’ cultural intelligence (CQ) influences customer loyalty outcomes of service quality perceptions. Specifically, the authors propose that the three components of CQ—cognitive, emotional/motivational, and physical—have differential moderating effects on the perceived service quality (PSQ)–customer loyalty link and that these effects vary across two national markets. Data collected with a multirespondent (i.e., frontline service employees and customers) cross-cultural research design indicate that cognitive CQ negatively mitigates the impact of PSQ on customer loyalty in an emerging-market context while emotional/motivational CQ has a positive moderating effect in a mature-market setting. When service employees have high physical CQ, the positive role of PSQ in creating and maintaining customer loyalty is strengthened in both markets. The authors discuss these implications for theory and practice