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All fields Title Creator / Publisher Keyword Year AND OR AND NOT All fields Title Creator / Publisher Keyword Year AND OR AND NOT All fields Title Creator / Publisher Keyword Year AND OR AND NOT All fields Title Creator / Publisher Keyword Year AND OR AND NOT All fields Title Creator / Publisher Keyword Year Sort by creator [A → Z]' creator [Z → A]' publishing year ↑ (asc)' publishing year ↓ (desc)' title [A → Z]' title [Z → A]' Simple Search Page: 1 2 3 4 5 6 7 8 9...34 Hits 81 – 100 of 672 81 Visual Inspection of Sequential Data: A Research Instrument for Qualitative Data Analysis ... AlDahdouh, Alaa. - : figshare, 2020 BASE Show details 82 Visual Inspection of Sequential Data: A Research Instrument for Qualitative Data Analysis ... AlDahdouh, Alaa. - : figshare, 2020 BASE Show details 83 Essays on the use of computational linguistics in marketing ... Lemaire, Alain Philippe. - : Columbia University, 2020 BASE Show details 84 Developing a French version of the Overwork Climate Scale (OWCS): Psychometric properties and relationships with working hard Giani, Silvia Carbonera. - 2020 BASE Show details 85 Service failure and recovery strategy: the case of a China's time-honored restaurant Chen Han. - 2020 Abstract: Focusing on service failures and recoveries can improve service quality for organizations, which is of utmost importance if they highly depend on services. Such is the case of the catering industry and, in particular, of time-honored Chinese restaurants because they represent Chinese image for tourists from all around the world. Using a qualitative research approach this thesis identifies the types of service failures and recoveries in such a particular type of restaurant. The case study method was used to design and study the case while CIT (Critical Incident Technique) was used to collect data. The thesis data was not only provided by Chinese and foreign customers who had unpleasant dining experiences in the restaurant, but also by employees so as to better understand the dilemma. The data were collected through four channels - questionnaires, direct observation, formal interviews and social media. The findings indicated that 25 codes were identified from five subcategories (food, service, ambience, language barrier and problematic customers) in the category of service failure types while 16 codes were discovered in seven subcategories in the category of service recovery types. Indirect recoveries were found to be as useful and important as direct recoveries since direct recoveries can only solve the problems in a short term, while indirect recoveries can deal with the problems in a long run. Finally, respondents expressed their perceptions towards the fairness of the recoveries they had received. However, results still have some limitations as, for example, interpretations can be varied because of hidden meanings in the texts, or of different experiences and abilities which also affect interpretations. Although substantial research has been conducted on the identification of service failure and recovery, few studies regarding this topic have been associated with linguistic studies and this may provide a new and valuable direction for further study. ; A preocupação com as falhas de serviço e sua recuperação podem ajudar a melhorar a qualidade deste em muitas organizações, sobretudo nas mais dependentes dos serviços. Este é o caso da indústria da restauração na qual se enquadram muitas organizações em que a qualidade do serviço é uma dimensão essencial da sua reputação. O objetivo desta tese é precisamente o de compreender as falhas e a recuperação do serviço que podem ocorrer num tipo específico de restaurantes na China - os restaurantes históricos - os quais representam a imagem do país perante turistas de todo o mundo. Seguindo uma abordagem qualitativa a tese identifica os tipos de falhas e recuperação do serviço num desses restaurantes escolhido para o efeito. Adotou-se o método de estudo de caso e os dados foram recolhidos através da Técnica de Incidentes Críticos (CIT - Critical Incident Technique) tendo-se optado por recolher informação não apenas junto de clientes chineses e estrangeiros que passaram por experiências negativas no restaurante, mas também junto dos empregados com o objetivo de melhor se compreender o dilema. Os dados foram recolhidos através de questionários, observação direta, entrevistas formais e redes sociais. Após o processamento e na categoria de falhas do serviço foram identificados 25 códigos, distribuídos por cinco subcategorias: comida, serviço, ambiente, barreira linguística e clientes problemáticos. No que respeita à recuperação do serviço, identificaram-se 16 códigos distribuídos por sete subcategorias. Foi ainda revelado que as formas indiretas de recuperação são tão ou mais importantes que as diretas pois estas só resolvem os problemas no curto prazo enquanto que as formas indiretas podem resolvê-los no longo prazo. Por fim os respondentes manifestaram também a sua perceção quanto à justiça das formas de recuperação que receberam. Os resultados têm, porém, as suas limitações já que podem existir diferentes interpretações devido a significados ocultos no texto ou a experiências ou competências diversas. Embora a investigação sobre falhas de serviço e sua recuperação seja extensa, a associação destas variáveis à linguística tem ainda sido pouco estudada e, no entanto, pode ser uma área interessante e promissora para futuros estudos. Keyword: Comportamentos nas reclamações; Domínio/Área Científica::Ciências Sociais::Outras Ciências Sociais; Falhas de serviço; M Business administration and business economics - Marketing - Accounting - Personnel economics; M10; M31; Recuperação de serviço; Restaurantes históricos; Service failure; Service recovery; Time-honored restaurant URL: http://hdl.handle.net/10071/19764 BASE Hide details 86 This video is sponsored : text and sentiment analysis of YouTube health-related vlog comments and brand endorsement effectiveness ... Yang, Zihan. - : The University of Texas at Austin, 2020 BASE Show details 87 Uses and gratifications of Generation Z within social networks: A dialectical investigation into the Facebook domain O'Carroll, Ryan; Rooney, Tara In: Articles (2020) BASE Show details 88 University interactions: Forms, peculiarities and tensions Omeife, Nkechinyem; Horan, Conor In: Conference papers (2020) BASE Show details 89 Listeners’ Attitudes Towards Young Women Using Glottal Fry Foulks, N.; Nanjundeswaran, Chaya; vanMersbergen, M.... In: ETSU Faculty Works (2020) BASE Show details 90 LA TRADUCTION DES ANGLICISMES SPÉCIALISÉS DANS LE DISCOURS FRANÇAIS DU MARKETING ... N. P. Yurieva. - : Zenodo, 2020 BASE Show details 91 LA TRADUCTION DES ANGLICISMES SPÉCIALISÉS DANS LE DISCOURS FRANÇAIS DU MARKETING ... N. P. Yurieva. - : Zenodo, 2020 BASE Show details 92 Paratexts on a social network site and their relevance in the production of meaning—Results of a qualitative investigation of Twitter-Feeds Völcker, Matthias. - 2020 BASE Show details 93 The language of toys: Gendered language in toy advertisements Padron, Monica; Owen, Patricia R. In: Journal of Research on Women and Gender, 2015, Vol. 6, No. 1, pp. 67-80. (2020) BASE Show details 94 Adaptación de campañas publicitarias del inglés al español : un estudio comparativo Batet Sendra, Mònica; Universitat Autònoma de Barcelona. Facultat de Traducció i d'Interpretació. - 2020 BASE Show details 95 A divulgação da língua gestual portuguesa através de campanha publicitária Lopes, Pedro Daniel Vasconcelos Gomes Marques. - 2020 BASE Show details 96 3ECONOMY+ PROJECT HANDBOOK. Study of regional economic, marketing and tourism development in three peripheral european territories: Alto Alentejo, Malta and Melilla Pérez Castro, Miguel Ángel; Montero Alonso, Miguel Ángel; Cortina Pérez, Beatriz. - : Comares, 2020 BASE Show details 97 Understanding the luxury industry's marketing and communications strategies: a case study on the watchmaking industry Colombi, Marzio. - : Université de Genève, 2020 BASE Show details 98 Doing family : the constructed meanings of family in family farms Wilson, Juliette; Tonner, Andrea. - 2020 BASE Show details 99 „We give them wings and they go out and broadcast our message for us” : Heldenkonstruktionen in Imagevideos der Firmen Red Bull und GoPro Koch, Daniel. - 2020 BASE Show details 100 The Effects of Online Incentivized Reviews on Organic Review Ratings Jeong, Yoonsun In: Theses and Dissertations (2020) BASE Show details Page: 1 2 3 4 5 6 7 8 9...34

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