Credibility and staff conduct make or break bank customer service quality

Service quality is assessed by customers along the dimensions of staff conduct, credibility, communication, and access to teller services. Credibility and staff conduct emerge as the highest loading first-order factors. This highlights the significance of rectifying mistakes while keeping customers informed, and employing branch staff that are responsive and civilized in their conduct. Discovery of a valid second-order factor, namely, overall customer service quality, underscores the importance of providing quality service across all its dimensions. For example, if the bank fails to rectify mistakes and keep customers informed but excels in all other dimensions, its overall customer service quality can still be rated poorly.

Managing Organisational Writing to Enhance Corporate Credibility

Many employees neither trained as career writers nor defining themselves as writers spend a major part of their time writing because, undeniably, writing is a central activity in organizations. To produce the high quality required to create and maintain credibility, organizations need to have professionals who can efficiently produce documents with substance, structure and style. This paper discusses issues relating to the management of corporate writing and editing, and presents practices and processes that managers can implement in their organizations to produce flawless documents, thereby avoiding the credibility crises that occur when writing is not taken seriously.

The effect of provocation in the form of mild erotica on attitude to the ad and corporate image: Differences between cause-related and product-based advertising

Provocative advertising is characterized by a deliberate attempt to gain attention through shock. This research investigates the reactions of individuals to a provocative appeal for a cause as opposed to a provocative advertisement for a standard consumer product, using mild erotica as the element of provocative imagery. An experiment using 391 adult subjects was conducted, and two analyses were performed. The first examined the effect of stimulus type (mildly erotic/nonerotic) by product category (cause appeal/consumer product) on attitude to the ad. The second examined the effect of stimulus type (mildly erotic/nonerotic) by cause (AIDS [acquired immunodeficiency syndrome]/SIDS [sudden infant death syndrome]) on corporate image. Both analyses also included gender as a third independent variable. The results suggest that people prefer mildly erotic ads generally, that an organization using mild erotica in appeals for a cause will be viewed more favorably where the erotica is congruent with the cause, and that women may be more responsive to mild erotica in cause appeals than are men.

Is YouTube telling or selling you something? Tobacco content on the YouTube video sharing website

The effectiveness of overt tobacco advertising and sponsorship bans is well established. The industry has responded to these bans by implementing “buzz” or “viral” marketing techniques, such as nightclub and dance party promotions. This paper analyses possible tobacco industry content on the burgeoning consumer generated media website, YouTube. Tobacco control efforts need to embrace this new medium in order to counter pro-smoking messages and maximize media advocacy opportunities.

The effect of defendant gender on juror decision-making

Research investigating the role of stereotypes in jury decision-making has typically considered stereotypes as acting as peripheral cues in determin ing the credibility of experts or likelihood of guilt of defendants — with counter-stereotypic courtroom participants faring less well. The present study investigated the possibility that the extent to which courtroom participants are stereotypic can alter the mode of information processing. Students (N = 78) read a transcript of a case in which either a male or female allegedly committed an armed robbery. As predicted, the female counter-stereotypic defendant was distracting and effortful processing only occurred when the defendant was male. The male was seen as more guilty and the prosecution's case was more convincing when the prosecution had a strong, but not weak, case. There were no effects of case strength for the female defendant. Results are discussed in terms of the role of stereotypes in the jury decision-making.

Ecology, values, and objectivity: Advancing the debate

We add to current discussions about the interface between ecology, values, and objectivity by reporting on a novel Delphi-based study of the scientific reasoning employed by a group of eight ecologists as they collectively considered current ecological thinking. We rely on contextual empiricism, with its features of multiple ways of relating theory to reality and science as a social activity, to provide a richer understanding of scientific objectivity. This understanding recognizes the place and contributions of values and, in so doing, moves the discussion beyond whether or not science is value neutral.