The empirical link between relationship marketing tools and consumer retention in retail marketing

This article focuses on the key relationship marketing tools of customer service, loyalty/rewards programs, brand/store community, personalization and customization, and their relationship with customer retention. The relationship between customer service, loyalty/rewards programs, customization, personalization, brand/store community and customer retention were examined via an empirical investigation of 450 loyalty/reward program members of three retail stores in Malaysia. The administration of the survey was personally administered but self‐completed. Four of the five relationship marketing tools, namely, customer service, loyalty/rewards programs, brand/store community and personalization, had a significant positive relationship with customer retention. The findings provided valuable insights into the loyalty program management practices of retail stores in a developing country context. Copyright © 2013 John Wiley & Sons, Ltd.     

An Island in a Sea of Development: An Examination of Place Attachment,Activity Type,and Crowding in an Urban National Park

ABSTRACT

As more people move to urban areas there will be increased pressure on existing green spaces to offer places for recreation, contemplation, historic interpretation, exercise, and nature appreciation. Development and a rise in population has led to too few public recreation sites available in many regions of the world resulting in unsustainable pressure being applied to parks. The objective of this study was to examine how place attachment may be related to type and frequency of park use and management issues regarding crowding. Data for this study were obtained via intercept survey of a random sample of visitors (N = 1088) at a park in the Metro Atlanta area, Georgia. Results suggest that place attachment had a significant relationship with frequency of visits and types of activities that visitors engaged in. There was, however, no significant relation between place attachment and crowding. First-time visitors and less frequent visitors felt most crowded, which may support the idea that the most frequent visitors expect it to be crowded and are, therefore, less sensitive to it. This study sheds light on how visitors to an urban park view their experience while recreating, and may inform policies and regulations that will help mitigate the unique management situations that urban parks present.     

A Controlled Pilot-Outcome Study of Sensory Integration (SI) in the Treatment of Complex Adaptation to Traumatic Stress

This study tested whether sensory integration (SI) treatment combined with psychotherapy would improve symptom outcome over psychotherapy alone in the treatment of complex posttraumatic stress, as measured by the Disorders of Extreme Stress Not Otherwise Specified (DESNOS) clinical construct in a group of 10 adult patients with histories of childhood abuse. DESNOS symptoms were assessed at three time periods (T1, baseline; T2, after experimental group SI treatment; and T3, after wait-list control group SI treatment) using the Structured Interview for Disorders of Extreme Stress (SIDES). The Sensory Learning Program? (SLP), developed by the Sensory Learning Institute of Boulder, Colorado, was used as the SI treatment modality. Results indicated significant differential improvement for the group treated with SLP in SIDES Total Score (T1/T2 and T2/T3), Self Perception (T1/T2 and T2/T3), Affect Regulation (T2/T3), and Alterations in Meaning (T1/T2).     

Gaze bias: Selective encoding and liking effects

People look longer at things that they choose than things they do not choose. How much of this tendency—the gaze bias effect—is due to a liking effect compared to the information encoding aspect of the decision-making process? Do these processes compete under certain conditions? We monitored eye movements during a visual decision-making task with four decision prompts: Like, dislike, older, and newer. The gaze bias effect was present during the first dwell in all conditions except the dislike condition, when the preference to look at the liked item and the goal to identify the disliked item compete. Colour content (whether a photograph was colour or black-and-white), not decision type, influenced the gaze bias effect in the older/newer decisions because colour is a relevant feature for such decisions. These interactions appear early in the eye movement record, indicating that gaze bias is influenced during information encoding.     

Assessing research on workplace violence, 2000–2012

Since the highly publicized U.S. Postal violence cases in the 1980s, workplace aggression and workplace violence have been the source of much public discussion and concern. Yet, the topic has only recently received sustained empirical attention—most of which has come from the organizational management and business fields. This article provides a review of the empirical research literature on workplace violence in several databases from 2000 to 2012. Our review uncovers that different occupational domains have different experiences with workplace violence, while some occupations are subject to distinct types of violence by unique aggressors. Directions for future theoretical and empirical research are highlighted.     

Creativity in Context; The Courage in Therivel’s GAM/DP

The desire to quantify and categorize creativity so that we can easily identify the individual characteristics which serve as its precursors is one which authors have been attempting to successfully complete for some time. In this light, William Therivel’s High Creativity Unmasked, discusses how his GAM/DP theory accounts for highly creative people from history as well as a rationale for the rise and fall of creativity in selected cultures throughout history. By examining the latest published work on how Genetic Endowment, Assistances, Misfortunes and Divisions of Power, and how they relate to creativity, Therivel proposes unique rationales for the rises and declines of cultures. This paper examines how creativity and courage work together and in some cases side by side, to explain more fully the role of creativity in culture. This article examines some of Therivel’s examples and provides alternate explanations for the phenomena he ascribes to the decline of creativity. In addition, the complexity of both creativity and courage are discussed, both in the current context, and in the next steps for research and theoretical discussion.     

Confidence at the group level of analysis: A longitudinal investigation of the relationship between potency and team effectiveness

Our longitudinal field study investigated the relationship between team potency and team effectiveness. The sample for this study was drawn from 71 change management teams from an automotive firm in the USA. Team potency ratings were obtained from team members. Team effectiveness ratings were obtained from team members, team leaders and external raters. Results indicated that team effectiveness and team potency are reciprocally and longitudinally related (p< .01).     

Validation of the Multidimensional Blood/Injury Phobia Inventory: Evidence for a Unitary Construct

The Multidimensional Blood/Injury Phobia Inventory (MBPI) was developed from a theoretical framework to characterize a broad range of feared stimuli and phobic reactions associated with this pathology. The MBPI consists of 40 items that cross 4 types of stimulus content (injections, hospitals, blood, injury), 5 types of phobic responses (fear, avoidance, worry, fainting, disgust), and a self versus other focus. This study reports on administration of the MBPI to 558 undergraduates, 9 of whom had blood/injury phobia. The instrument had a Cronbach's alpha of .91 and demonstrated good concurrent validity, convergent validity, and discriminant validity. One large factor emerged in an unrotated principal components analysis, suggesting that blood/injury phobia is a unitary psychometric construct. Exploratory factor analyses revealed a 6-factor solution defined by stimulus content domains and fainting, each of which may be important to consider clinically when assessing the unique concerns of treatment-seeking individuals.     

What Does Successful Aging Sound Like? Profiling Communication About Aging

We draw on the recently developed communicative ecology model of successful aging (CEMSA) to examine how adults communicate about aging and how these communication patterns relate to experiences of successful aging. Using latent class analysis across 2 datasets collected in New Zealand and the United States, we identify 3 distinct classes of agers (disengaged, engaged, and bantering) defined by different profiles of communication behavior. Across samples, an engaged profile was generally associated with the most positive experiences of aging, whereas a disengaged profile was associated with the least positive experiences, although these differences were surprisingly small. Our results highlight the diverse ways in which individuals communicatively engage with the process of aging and experience aging as positive and successful.