Service quality in multichannel fashion retailing:an exploratory study

Purpose Consumer purchasing behaviour has changed substantially in the light of recent developments in E-commerce. So-called ‘multichannel customers’ tend to switch retail channels during the purchasing process. In order to address changing consumer behaviour, multichannel fashion retailing companies must continue to learn how to provide excellent service to such customers. The overall aim of this paper, therefore, is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of the so-called ‘multichannel customers’. Design/Methodology/Approach Drawing on social influence theory, this paper aims to investigate these issues from the perspective of multichannel customers. In contrast with dualist and objectivist studies this paper uses a constructivist epistemology and ethnographic methodology. Such an approach is associated with an interpretivist ontological worldview, which postulates the existence of ‘multiple realities’. The sample size for this research consisted of 34 in-depth interviews and two focus groups comprising ten focus group participants. Findings The data analysis fundamentally found that multichannel customers tended to continually adjust choices regarding retailer and retail channel when making purchases. The perspective of this paper is different from mainstream positivist service quality research which sees service quality as static, objectively measurable and dualistic. As an alternative, this paper acknowledges service quality as a dynamic, subjective and pluralistic phenomenon. Originality/Value This paper contributes to the interpretation of multichannel service quality with a new concept that explains the phenomenon from the perspective of customers and thus considers it necessary for multichannel retailers to adopt strategies relating to customers’ changing behaviour

Temporal synchrony and the capture of attention in young children with autism

In order to successfully intervene on language impairments present in autism, attention must be captured and sustained, yet little is known about features that successfully capture attention. In typically developing children, temporally synchronous presentations of information across two sensory modalities result in increased attention. This study investigated visual looking behavior of twenty-three preschool children with autism given presentations of synchronous and asynchronous linguistic stimuli paired with movement of related toys. Significant to this experiment is that the speaker's face was not present but the objects used in play were. The results indicated that children with autism attended significantly more to the synchronous presentation when off-screen looking was covaried. Also, the amount of time attending to synchrony was correlated with receptive language. Findings may suggest multisensory processing in a linguistic context may be enhanced by temporal synchrony and early multisensory impairment may be related to attention to synchrony and language development

Conceptualizing Service Quality in Multichannel Fashion Retailing

The evaluation and understanding of customers’ service quality perception has been a topic of major interest for academics and practitioners since the 1980s. Despite this intense research focus, there is a gap in understanding service quality in multichannel settings. This is surprising, since multichannel service systems have become increasingly important with the rise of E-commerce. The overall aim of this study, therefore, is to contribute to the interpretation of multichannel service quality by explaining it from the perspective of so-called ‘multichannel customers’. The study looks at interactions when purchasing a fashion product at a multichannel retailer with the aim of conceptualising service quality in a multichannel fashion retail context. Therefore, the study considers extant service quality research from traditional, electronic, and multichannel settings. The perspective of the current study is different from mainstream positivist service quality research, which sees service quality as static, objectively measurable and dualistic. This study, however, acknowledges service quality as a dynamic, subjective and pluralistic phenomenon. Following this line of argument, the study postulates the existence of multiple realities as consistent with social constructivism. Therefore, the current study investigates the service quality perceptions of experienced multichannel customers. Perceptions are considered to be the meaning that these customers give to their service experiences. The current study indicates that the customers’ perceptions of service quality in multichannel settings imply some fundamental uniqueness. This study proposes a holistic conceptualisation of multichannel customers’ service quality perception by considering (1) the heterogeneity of multichannel customers and (2) all moments of contact between customer and retailer. The proposed framework contributes to research about service quality with a theoretical interpretation of the phenomenon

Child and Family Characteristics Influencing Intervention Choices in Autism Spectrum Disorders

A myriad of treatment options are available for children with autism, yet little is understood regarding characteristics of parents (e.g., education) and children (e.g., severity of autism symptoms) that influence types and amounts of therapy utilization. Interviews from 70 families were analyzed to determine potential influences on utilization (e.g., start of first services, use of traditional services). Descriptive findings regarding therapy types were similar to national studies. However, only three of the variables predicted utilization of specific therapies: severity of sensory processing problems was associated with earlier initiation of services in general, and higher maternal and paternal education was associated with the use of dietary and/or vitamin therapy as well as with more types of services. No other variables had predictive value; thus, the amount and type of therapies received may be more related to diagnostic practices and/or to the affordances/constraints of service delivery and reimbursement systems at particular ages

Vocal Patterns in Infants with Autism Spectrum Disorder: Canonical Babbling Status and Vocalization Frequency

Canonical babbling is a critical milestone for speech development and is usually well in place by 10 months. The possibility that infants with ASD show late onset of canonical babbling has so far eluded evaluation. Rate of vocalization or “volubility” has also been suggested as possibly aberrant in infants with ASD. We conducted a retrospective video study examining vocalizations of 37 infants at 9–12 and 15–18 months. Twenty-three of the 37 infants were later diagnosed with ASD and indeed produced low rates of canonical babbling and low volubility by comparison with the 14 typically developing infants. The study thus supports suggestions that very early vocal patterns may prove to be a useful component of early screening and diagnosis of ASD

Differential Associations Between Sensory Response Patterns and Language, Social, and Communication Measures in Children With Autism or Other Developmental Disabilities

Examine patterns of sensory responsiveness (i.e., hyperresponsiveness, hyporesponsiveness, and sensory seeking) as factors that may account for variability in social-communicative symptoms of autism and variability in language, social, and communication skill development in children with autism or other developmental disabilities

Sensory features and repetitive behaviors in children with autism and developmental delays

This study combined parent and observational measures to examine the association between aberrant sensory features and restricted, repetitive behaviors in children with autism (N = 67) and those with developmental delays (N = 42). Confirmatory factor analysis was used to empirically validate three sensory constructs of interest: hyperresponsiveness, hyporesponsiveness, and sensory seeking. Examining the association between the three derived sensory factor scores and scores on the Repetitive Behavior Scales—Revised revealed the co-occurrence of these behaviors in both clinical groups. Specifically, high levels of hyperresponsive behaviors predicted high levels of repetitive behaviors, and the relationship between these variables remained the same controlling for mental age. We primarily found non-significant associations between hyporesponsiveness or sensory seeking and repetitive behaviors, with the exception that sensory seeking was associated with ritualistic/sameness behaviors. These findings suggest that shared neurobiological mechanisms may underlie hyperresponsive sensory symptoms and repetitive behaviors and have implications for diagnostic classification as well as intervention

Technology-assisted stroke rehabilitation in Mexico: a pilot randomized trial comparing traditional therapy to circuit training in a Robot/technology-assisted therapy gym

Background Stroke rehabilitation in low- and middle-income countries, such as Mexico, is often hampered by lack of clinical resources and funding. To provide a cost-effective solution for comprehensive post-stroke rehabilitation that can alleviate the need for one-on-one physical or occupational therapy, in lower and upper extremities, we proposed and implemented a technology-assisted rehabilitation gymnasium in Chihuahua, Mexico. The Gymnasium for Robotic Rehabilitation (Robot Gym) consisted of low- and high-tech systems for upper and lower limb rehabilitation. Our hypothesis is that the Robot Gym can provide a cost- and labor-efficient alternative for post-stroke rehabilitation, while being more or as effective as traditional physical and occupational therapy approaches. Methods A typical group of stroke patients was randomly allocated to an intervention (n = 10) or a control group (n = 10). The intervention group received rehabilitation using the devices in the Robot Gym, whereas the control group (n = 10) received time-matched standard care. All of the study subjects were subjected to 24 two-hour therapy sessions over a period of 6 to 8 weeks. Several clinical assessments tests for upper and lower extremities were used to evaluate motor function pre- and post-intervention. A cost analysis was done to compare the cost effectiveness for both therapies. Results No significant differences were observed when comparing the results of the pre-intervention Mini-mental, Brunnstrom Test, and Geriatric Depression Scale Test, showing that both groups were functionally similar prior to the intervention. Although, both training groups were functionally equivalent, they had a significant age difference. The results of all of the upper extremity tests showed an improvement in function in both groups with no statistically significant differences between the groups. The Fugl-Meyer and the 10 Meters Walk lower extremity tests showed greater improvement in the intervention group compared to the control group. On the Time Up and Go Test, no statistically significant differences were observed pre- and post-intervention when comparing the control and the intervention groups. For the 6 Minute Walk Test, both groups presented a statistically significant difference pre- and post-intervention, showing progress in their performance. The robot gym therapy was more cost-effective than the traditional one-to-one therapy used during this study in that it enabled therapist to train up to 1.5 to 6 times more patients for the approximately same cost in the long term. Conclusions The results of this study showed that the patients that received therapy using the Robot Gym had enhanced functionality in the upper extremity tests similar to patients in the control group. In the lower extremity tests, the intervention patients showed more improvement than those subjected to traditional therapy. These results support that the Robot Gym can be as effective as traditional therapy for stroke patients, presenting a more cost- and labor-efficient option for countries with scarce clinical resources and funding. Trial registration ISRCTN98578807