Perceived Justice and Email Service Recovery

This study adds to the limited research of email service recovery. It is perhaps the first non-US study of email service recovery as well as the first study to apply a theoretical perspective ¬– perceived justice – to email service recovery. The results of three annual studies using Australian data resemble US results and support extending perceived justice to service recovery via email. The distributive elements of replying and offering compensation, the procedural element of answering completely and the interactional element of thanking the customer showed significant positive relationships with customer satisfaction, positive word-of-mouth and repurchase intent. Perhaps most importantly for practitioners, the results of a stepwise regression showed that incorporating the simple phrase "thank-you" in the email reply was a strong predictor of successful email service recovery. Finally, this study found that response time might be less critical than previously thought

Branded domain name as an online marketing tool : a case study in hospitality industry

While they could plead ignorance last century, hospitality enterprises cannot ignore the Internet this century; effective Internet use is a competitive advantage. Choosing the right domain name or names is a critical key to effective Internet use. In addition to the branding opportunities and protection from fraudulent websites, customers often guess the website address. Current and potential guests seeking Hyatt hotels’ Swiss and global operations would type hyatt.ch or hyatt.com, respectively. For as little as 10USD annually, hotels can protect their brand, strengthen their brand and increase website visitors via a branded domain name. Choosing the right name necessitates answering two key questions – what name and how many names

A comparison of lexical interventions on early grammatical development : does an emphasis on verbs matter?

Includes bibliographical references.According to the current definition of Specific Language Impairment (SLI), the transition to word combinations can be a troublesome period for children with this impairment. The purpose of this study is to reveal if an emphasis on verbs during intervention really makes a difference in children's progress in language intervention. By examining two types of intervention - one a traditional lexicon therapy without an explicit focus on verbs, the other an intervention that included an explicit focus on facilitating the verb lexicon - this study highlights how intervention with verbs may foster a child's ability to produce word combinations. Two children at risk for SLI were followed longitudinally in this study. Measures included the number of verbs in expressive vocabulary per parent report, the number of verbs produced in two 20 minute language samples, unique syntactic types, and the number of productive semantic relations. In this case, it appears that a verb-focused approach was more successful in facilitating the transition to early sentences. The implications of verb-focused intervention services are discussed.B.S. (Bachelor of Science

Marketing Hospitality Web Sites

The web has emerged as a potent business channel. Yet many hospitality websites are irrelevant in a new and cluttered technical world. Knowing how to promote and advertise a website and capitalizing on available resources are the keys to success. The authors lay out a marketing plan for increasing hospitality website traffic

Google online marketing challenge and research opportunities

The Google Online Marketing Challenge is an ongoing collaboration between Google and academics, to give students experiential learning. The Challenge gives student teams US$200 in AdWords, Google’s flagship advertising product, to develop online marketing campaigns for actual businesses. The end result is an engaging in-class exercise that provides students and professors with an exciting and pedagogically rigorous competition. Results from surveys at the end of the Challenge reveal positive appraisals from the three—students, businesses, and professors—main constituents; general agreement between students and instructors regarding learning outcomes; and a few points of difference between students and instructors. In addition to describing the Challenge and its outcomes, this article reviews the postparticipation questionnaires and subsequent datasets. The questionnaires and results are publicly available, and this article invites educators to mine the datasets, share their results, and offer suggestions for future iterations of the Challenge

Towards a folk taxonomy of popular new media marketing terms

Word of Mouth and Brand Community Marketing terms have emerged to describe particular people and their effectiveness in promoting messages, particularly with the emergence of social media. The development of the terms and their use are concurrent in academic literature, industry literature and popular culture. Furthermore, it is common for these terms to converge, borrowing meanings, connotations and subtexts. This paper explores five key community marketing terms−Geek, Maven, Alpha User, Evangelist and Fanboy−and develops term classifications and relationships into a folk taxonomy. Tourism and hospitality practitioners and academics can use the taxonomy for word of mouth activities and research

Administrator Insights and Reflections: Technology Integration in Schools

There are numerous technology tools that educators utilize to support student learning. Often, technology is mandated from the top down with school administrators’ responsible for overseeing the implementation. Innovative technological approaches to learning often meet resistance within schools. The pervasive culture in education is counteractive to technology integration, which may be useful to pedagogy and in the long run may help students deal with the ever growing level of technology present in today’s society. Characteristics are identified at two out of four schools as a way of assessing the progress of technology integration and locating individuals who will help move the process forward. This knowledge, combined with competent leadership, makes the difference between success and failure of an innovation implementation

Perspectives on Allyship in Academia

Allyship in academia is critical for creating inclusive communities that are welcoming to all students, but the perception of its benefits and challenges can vary depending on a number of factors. This session will explore perspectives of allyship in academia by bringing together a diverse group of faculty and students who can share a wide range of experiences and insights, and aims to facilitate a discussion among all attendees that leads to an exchange of ideas, the strengthening of our community, and progress toward our common goal of inclusion in computing