The antecedents and consequences of customer emotions in collective hedonic services: An exploratory study

The investigation of the antecedents that influence positive and negative customer emotions and how these emotions influence service outcomes has not been studied in the context of collective hedonic services. In addition, the possibility of moderating effects has not been explored. This paper reports the findings of a qualitative exploratory study that sought to understand the antecedents and consequences of customer emotions in the context of collective hedonic services. This study involved five focus group interviews of customers that attended sporting, performing arts and popular concert events. The findings have important implications for managers and for managing the service process of collective hedonic services.

Consumer search of the web: An exploratory analysis of antecedents of web search satisfaction

This article explores consumer Web-search satisfaction. It commences with a brief overview of the concepts consumer information search and consumer satisfaction. Consumer Web adoption issues are then briefly discussed and the importance of consumer search satisfaction is highlighted in relation to the adoption of the Web as an additional source of consumer information. Research hypotheses are developed and the methodology of a large scale consumer experiment to record consumer Web search behaviour is described. The hypotheses are tested and the data explored in relation to post-Web-search satisfaction. The results suggest that consumer post-Web-search satisfaction judgments may be derived from subconscious judgments of Web search efficiency, an empirical calculation of which is problematic in unlimited information environments such as the Web. The results are discussed and a future research agenda is briefly outlined.

Precolonial agricultural terracing in Bokoni, South Africa : Typology and an exploratory excavation

Earlier work on the terraced settlements of the Bokoni area (16th to 19th century, Mpumalanga province, South Africa) focussed on the homesteads, their contents, layout and chronology. This paper suggests a terminology and typology of agrarian structures in Bokoni in order to improve comparative approaches in Africa and beyond. The typology and an excavation of the terracing have made possible preliminary conclusions relevant for the further analysis of the terracing and stone-walling in Bokoni. The terracing developed incrementally, whereby cultivation, stone-clearing and terracing were intermixed processes. This is supported both by the organic content in a section of a terrace and by a phytolith analysis. The phytolith analysis furthermore indicated that maize was cultivated on the terraces, but this should be seen as a pilot study only, and presence of maize in Bokoni must be tested with other archaeobotanical methods.

A novel neural network technique for exploratory data analysis

This paper surveys the context of feature extraction by neural network approaches, and compares and contrasts their behaviour as prospective data visualisation tools in a real world problem. We also introduce and discuss a hybrid approach which allows us to control the degree of discriminatory and topographic information in the extracted feature space.

HRM systems of Indian call centres:an exploratory study

This paper initially highlights the rapid growth in the call centre (CC) sector in developing countries like India. It then makes a case for the investigation of human resource management (HRM) systems of call centres in India. The analysis is based on a two-phase empirical study. Phase one examines the nature and pattern of HRM systems and phase two the emerging issue of attrition in Indian call centres. A mixed research approach comprising in-depth interviews and questionnaire survey was adopted to conduct the investigation. Against the established norms of Indian organizations, the findings highlight the existence of formal, structured and rationalized HRM systems. Core reasons for the increasing levels of attrition are highlighted. The analysis further provides useful information both for academics and practitioners and opens avenues for future research.