Observable oral participation in the servuction system: toward a content and process model

Article Abstract:

A model of a servuction system, which shows content and process elements in each phase, is proposed. In addition, management implications are highlighted and propositions for future research are presented. Two complementary stages of research into observable oral participation (OOP) were conducted. The first involved a convenience sample of university students while the second involved a customer survey. Results suggest that OOP is a powerful tool for generating customer conviction.

Customer Relations

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Organizational socialization of service customers

Article Abstract:

A conceptual framework for analyzing the organizational socialization of service customers and customer perceptions of service quality is introduced. Specifically, the linkage between the level of organizational socialization attained by service customers and customer perceptions of their own inputs to service quality is explored. Other factors included in the model are the organizational climate for service, motivational direction and satisfaction.

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Self-selection or socialization of public - and private-sector managers? A cross-cultural values analysis

Article Abstract:

The two streams of research are brought together, the first, systematic differences is observed when comparing private-and pubic-sector managers, and second, when such systematic differences are found between members of different organizations and occupations. The research, which measures respondent values and is set in a cross-cultural context, suggests that the influence of socialization is dominant.

Behavior, Influence, Managers

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