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191.
There is a general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction or dissatisfaction. However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and the antecedent effects of service dissatisfaction. The research reviewed suggests that customer loyalty is an attitudinal state, reflecting value, trust and commitment within supplier–customer relationships. Satisfaction is one of several antecedents of loyalty. A key influence on loyalty is the offer of unique value‐delivering advantages not provided by competitors. Thus firms need to develop positive value‐based exit barriers to achieve loyalty. When service failures occur, the recovery process is likely to have a greater impact on loyalty than the original service failure. The key to successful recoveries was found to be the customer's perception of ‘fairness’. Recovery programmes must get it right first time. Customers who remain dissatisfied after a complaint has been handled are more dissatisfied than if no recovery attempt had been made. Dissatisfaction and customer satiation are major causes of a customer's exit. The solution to customer satiation is dynamic value creation. Collection and monitoring of customer data is needed for success and two‐way communication is vital. Copyright © 2002 Henry Stewart Publications. 相似文献
192.
Jacqueline S. Mattis Wizdom Powell Hammond Nyasha Grayman Meredith Bonacci William Brennan Sheri-Ann Cowie Lina Ladyzhenskaya Sara So 《American journal of community psychology》2009,43(1-2):71-84
Contemporary social science paints a bleak picture of inner-city relational life. Indeed, the relationships of low-income, urban-residing Americans are represented as rife with distress, violence and family disruption. At present, no body of social scientific work systematically examines the factors that promote loving or selfless interactions among low-income, inner-city American individuals, families and communities. In an effort to fill that gap, this ethnographic study examined the motivations for altruism among a sample of adults (n = 40) who reside in an economically distressed housing community (i.e., housing project) in New York City. Content analyses of interviews indicated that participants attributed altruism to an interplay between 14 motives that were then ordered into four overarching categories of motives: (1) needs-centered motives, (2) norm-based motives deriving from religious/spiritual ideology, relationships and personal factors, (3) abstract motives (e.g., humanism), and (4) sociopolitical factors. The implications of these findings are discussed. 相似文献
193.
Little is known about the social and contextual correlates (e.g., social norms, environment, social networks, and organizational support) influencing the adoption and maintenance of regular physical activity among minority and underserved populations. The purpose of this review was to apply the social ecological model to better understand physical activity among African American women. A review of the literature pertaining to correlates of physical activity among African American women was conducted and applied to a social ecological perspective. Understanding and addressing social and contextual correlates of physical activity behavior among African American women are necessary to establish comprehensive programs, particularly within community settings. The social ecological model provides a strong theoretical basis to guide physical activity intervention in this population. 相似文献
194.
This study examines how religious activity is associated with risk behaviors, concurrently and developmentally among urban African American adolescents. Seven hundred and five African American youths were interviewed annually during high school. Retention rates for the study exceeded 90%. Frequency of religious activity, sexual intercourse, and alcohol, cigarette, and marijuana use were assessed at each wave. Growth curve analyses found negative concurrent associations between religious activity and each of the four risk behaviors. The developmental effects of religious activity varied by gender. Higher levels of religious activity in 9th grade predicted smaller increases in marijuana use among males and cigarette use among females. In addition, larger decreases in religious activity during high school were associated with greater increases in alcohol use among males and sexual intercourse among females. During high school, religious activity limits the development of certain types of risk behavior among African American youth, even after controlling for reciprocal effects. 相似文献
195.
Natural mentors may play an important role in the lives of adolescents. We interviewed 770 adolescents from a large Midwestern city. Fifty-two percent reported having a natural mentor. Those with natural mentors were less likely to smoke marijuana or be involved in nonviolent delinquency, and had more positive attitudes toward school. Natural mentors had no apparent effect on anxiety or depression. Using the resiliency theory framework, natural mentors were found to have compensatory but not protective effects on problem behaviors, and both compensatory and protective effects on school attitudes. Direct and indirect (mediated) effects of natural mentors are explored for problem behaviors and school attitudes. The potential importance of natural mentors is supported, and implications for future research are considered. 相似文献
196.
Drawing upon anthropological, legal and forensic publications, an interview with a South African Zulu traditional healer and direct information gained during homicide investigations, the nature of Muti murder is discussed. Muti murder is defined as a murder in which body parts are removed from a live victim for the sole purpose of using the victim's body parts medicinally. These body parts are then often mixed with other ingredients or used alone to make a medicine called muti. Muti is a Zulu (umuthi) word meaning medicine. The victim usually dies as a result of blood loss from the wounds. While muti murders have occurred throughout history in South African culture, little is known about them and little research exists on the phenomenon. The term muti murder has been used interchangeably with the term ritual or sacrificial murder, often adding to confusion in terminology and definitions regarding these types of cases. This paper provides an overview of muti murder, explains the context in which these types of murder occur, defines the offenders and victims involved, and provides guidelines for investigating these types of murders. Two cases where muti murder was suspected are discussed. Copyright © 2004 John Wiley & Sons, Ltd. 相似文献
197.
Peace accords and international interventions have contributed to the suspension of armed conflict and the censuring of repressive regimes in many parts of the world. Some governments and their opposition parties have agreed to the establishment of commissions or other bodies designed to create historical records of the violations of human rights and foster conditions that facilitate reparatory and reconciliatory processes. This paper explores selected roles that community psychologists have played in this process of remembering the past and constructing new identities towards creating a more just future. With reference to two community groups (in Guatemala and South Africa) we show how efforts to speak out about one's own experiences of political and military repression involve complex representational politics that go beyond the simple binary opposition of silencing versus giving voice. The Guatemalan group consisted of Mayan Ixil women who, together with the first author, used participatory action research and the PhotoVoice technique to produce a book about their past and present struggles. The South African group, working within the ambit of the Truth and Reconciliation Commission and in collaboration with the third author and others, explored ways of speaking about their roles in apartheid and post-apartheid society. Although both these initiatives can be seen as moments in on-going struggles to overcome externally-imposed repressive practices that censor the voices of marginalized communities, they also serve to dispel overly romanticized notions of univocal communities now liberated to express themselves in an unmediated and unequivocal fashion. The paper discusses how each group of women instead entered into subtly nuanced relationships with community psychologists involving a continual interplay between the authenticity of their self-representational accounts and the requirements of the discursive technologies into which they were being inducted and the material conditions within their sites of struggle. In both cases the group's agenda also evolved over time, so that what emerged was not so much a particular account of themselves, or even the development of a particular voice for speaking about themselves, but an unfolding process—for the groups and for the community psychologists who accompanied them—of becoming active players in the postmodern, mediated world of self-representational politics and social struggle. 相似文献
198.
Explanations of meaning-making generally prioritise intrapersonal processes. Although making meaning is an intrapersonal process, it is also strongly influenced by person-context interactions and cultural positioning. Nevertheless, the meaning-making literature has paid scant attention to how such interactivity and positioning shape meaning-making. In this article, we highlight the compound character of resilience-promoting meaning-making. To this end, we recount the instrumental cases of Ntando's and Sipho's resilience. The accounts of these black South African students’ positive adjustment to adversity richly illustrate how their lived experiences of a social ecology stimulated multifaceted meaning-making processes. In particular, Ntando's and Sipho's interpersonal experiences and Africentric worldviews gave rise to and/or moderated positive re-appraisal, revisioned goals, purposeful direction, application of spiritual beliefs, identification of benefits, sense-making and reflective problem-solving. Although both their stories drive an understanding of meaning-making as a helix-like process with inter-, intrapersonal and cultural strands, the differences in their accounts of meaning-making stimulate the need for deeper exploration into the complexity of resilience-promoting meaning-making processes. 相似文献
199.
Itumeleng P. Khumalo Marié P. Wissing Lusilda Schutte 《Journal of Psychology in Africa》2014,24(1):61-72
Spirituality and meaning in life are important pathways to well-being. Research has conceptually and empirically linked spirituality, religiousness and meaning in life. The present study was concerned with investigating presence of meaning (MLQ-P) and search for meaning (MLQ-S) as mediators between spirituality (religious and existential well-being) and hedonic and eudaimonic well-being. A multi-cultural sample of 326 South African students completed the Meaning in Life Questionnaire (MLQ), Spiritual Well-Being Scale (SWBS), Questionnaire for Eudaimonic Well-Being (QEWB) and the Mental Health Continuum Short-Form (MHC-SF). Structural equation modelling in Mplus was used to study direct and indirect effects. Findings show that the presence of meaning in life explains more paths between spirituality and psychological well-being than search for meaning. MLQ-P mediated the paths between existential well-being and four of the five indices of psychological well-being. MLQ-S did not mediate any path between spirituality (existential and religious well-being) and psychological well-being outcomes. 相似文献
200.
Amy Paris Langenberg 《Religion》2013,43(4):728-734
Responding to and building upon José Cabezón’s groundbreaking work, Sexuality in Classical South Asian Buddhism (2017), this essay challenges a hermeneutic that capitulates to the androcentrism and misogyny of classical South Asian Buddhist views on female sexuality by suggesting avenues for ‘reading against the grain’ in search of alternative gynocentric views. In particular, it points to glimpses of a female sexuality that is relational, active, and creative in premodern South Asian Buddhist sources, especially vinaya. It also argues that a full and balanced treatment of sexual violence against women is an essential component of any comprehensive study of sexuality in classical South Asian Buddhism. 相似文献