...Journal of Service Management Emerald Article: Exploring internal mechanisms forming customer servicescape experiences Jörg Pareigis, Per Echeverri, Bo Edvardsson Article information: To cite this document: Jörg Pareigis, Per Echeverri, Bo Edvardsson, (2012),"Exploring internal mechanisms forming customer servicescape experiences", Journal of Service Management, Vol. 23 Iss: 5 pp. 677 - 695 Permanent link to this document: http://dx.doi.org/10.1108/09564231211269838 Downloaded on: 29-11-2012 References: This document contains references to 67 other documents To copy this document: permissions@emeraldinsight.com Access to this document was granted through an Emerald subscription provided by UNIVERSITY OF GLOUCESTERSHIRE For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online products and services. Emerald is both COUNTER 3 and TRANSFER compliant. The organization is a partner of the Committee on...
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...What will he do with this information? A DOZEN big screens hang on the wall. Maps flash. Numbers stream by. The Alibaba Group’s “live data monitoring room” offers a snapshot of frantic activity: Chinese firms trading with foreign ones; Chinese individuals buying clothes from each other. Perhaps half a billion people use Alibaba’s various online services. The group’s diminutive founder, Jack Ma, smiles that business is “pretty good”. Yet he is far from satisfied. In a country where tycoons are often the children of politicians, Mr Ma stands out. He failed twice to get into college. He learned English from the radio. He stumbled on the internet during a trip to America as an interpreter in the mid-1990s. He typed the phrase “Chinese beer” into a search engine. No results appeared. He saw an opportunity. He started Alibaba in 1999, to help small firms find customers and suppliers without going through costly middlemen. Alibaba.com now claims to have 57m users, including some in nearly every country. It is sometimes likened to eBay, but is more like an online Yellow Pages. Related topics * China * Science and technology * Internet * E-commerce * Business Another venture, Taobao.com, sells to consumers. It has 300m customers and shifted $29 billion-worth of goods in 2009. It is like a scrappy cross between Amazon and eBay: it operates an online mall where vetted sellers can hawk their wares, and a site where anyone with a Chinese identity...
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...home after the previous governess died. Douglas begins to read from the written record, and the story shifts to the governess’s point of view as she narrates her strange experience. The governess begins her story with her first day at Bly, the country home, where she meets Flora and a maid named Mrs. Grose. The governess is nervous but feels relieved by Flora’s beauty and charm. The next day she receives a letter from her employer, which contains a letter from Miles’s headmaster saying that Miles cannot return to school. The letter does not specify what Miles has done to deserve expulsion, and, alarmed, the governess questions Mrs. Grose about it. Mrs. Grose admits that Miles has on occasion been bad, but only in the ways boys ought to be. The governess is reassured as she drives to meet Miles. One evening, as the governess strolls around the grounds, she sees a strange man in a tower of the house and exchanges an intense stare with him. She says nothing to Mrs. Grose. Later, she catches the same man glaring into the dining-room window, and she rushes outside to investigate. The man is gone, and the governess looks into the window from outside. Her image in the window frightens Mrs. Grose, who has just walked into the room....
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...character? To what extent is her final protest justified? How do the other characters portray themselves by their attitudes toward the ritual? Mrs. Tess Hutchinson stands out right from the start: she arrives at the lottery late. She explains to Mr. Summers that she was doing her dishes and forgot what day it was. The town treats her lateness lightly, but several people comment on it, “in voices just loud enough to be heard across the crowd, ‘Here comes your Missus, Hutchinson,’ and ‘ Bill, she made it after all.’” (Jackson 501). It is ironic that she is the one who wins the lottery, and is fated to be stoned. So Tess Hutchinson has already been noticed by people as one who is not entirely part of the group. Before the drawing she is friendly with the other women, pretending to be pleased to be present. The very moment that she sees is her family that draws the black dot, though, her egotism is evident. “You didn’t give him time enough to take any paper he wanted. I saw you. It wasn’t fair!” (Jackson 504). She continues to scream about the unfairness of the ritual up until her stoning. Mrs. Hutchinson knew the lottery was wrong, but she never did anything about it. She pretends as much as she could to enjoy it, when she truly hated it all along. Maybe Jackson is suggesting that the more hypocritical one is, the more of a target they are. Mrs. Hutchinson was clearly the target of her fears. I think sometimes we have no problem remarking on people’s adultery until it is ourselves that...
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...BUSINESS ENGLISH—M1 ------------------------------------------------- DR. BRAHIM BARHOUN IMRANI PRE-READING: http://www.inc.com/jack-ma/alibaba-jack-ma-reveals-his-global-strategy.html ALIBABA : THE EVERYTHING COMPANY In 1999, Trudy Dai used to spend all night sending e-mails from her friend Jack Ma’s apartment, trying to answer queries from American customers without letting on that she was Chinese. Ms Dai was one of the first dozen employees of Alibaba, an online listings service Mr. Ma, a teacher, had just started. It was already having some success connecting small Chinese manufacturers to potential customers, including the overseas ones Ms Dai was reassuring over e-mail. But the friends and students who made up the workforce were earning just 550 Yuan (then $66) a month. Mr. Ma, though, already had big dreams. That year he said: “Americans are strong at hardware and systems, but on information and software, all of our brains are just as good.” The company that started in Mr. Ma’s apartment now employs 24,000 workers at its headquarters in Hangzhou and elsewhere; Ms Dai is president of human resources. A few years ago Alibaba began to turn a profit; in the year to September 2012 it made $485m on revenues of $4.1 billion. Today, Alibaba is more than just the “Amazon of China”—it’s the Dropbox, PayPal...
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...members and the spirited PTA Officers. J & M: ladies and gentlemen, good evening! Welcome to the search for MISS SSG 2011-2012 and the induction ceremony of Tugdan National High School. M: as we commence this momentous event, may I request everybody to rise for a soul warming doxology to be lead by selected students. J: please remain standing for the Philippine National Anthem to be conducted by Mrs. Rachel Fesalbon. M: the world is proud of having its great leaders. From ancient times up to present, good leaders foster the rest of the world to stand firm, to dream big and to take the highest flight man could ever take.. good leaders prepare people to survive the realities of life !ladies and gentlemen, let us hear from our loving Madam Melicia Galicia for her opening remarks. : and at this moment, may I call on Mr. Christian Solidum to introduce the board of judges for tonight’s affair. J: thank you sir! And now let us all welcome our candidates in their production number. J: now, we have the induction ceremony of the newly elected SSG Officers who will be presented by Mr. Randy A. Musa, SSG Adviser and to be inducted by Hon. Herman Galicia, ABC President.. may I request all the officers to come on stage. M: folks, let us be entertained as the selected students set on stage in their modern dance presentation. : thank you guys!! J: ladies and gentlemen, a big round of applause to the candidates in their fashionista...
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...COMPANY NOTE Initiating Coverage 27 October 2014 CHN | Technology | Internet BUY Price target $118.00 Price $95.76 The Powerful E-Commerce Ecosystem Connecting Half of China; Initiate at Buy Key Takeaway China's changing Internet user demographics and mobile development support our favorable view on e-Commerce for the next decade. Alibaba is the largest Chinese ecommerce player, with 80%+ GMV market share, but is only selling to less than 25% of the population now. We estimate well over half of Chinese population will be shopping on Alibaba’s platforms in 10 years. Initiate with Buy; PT USD118. Changing demographics & mobile support ecommerce in the next decade. As discussed in our sector note, "A Taste of Domestic Consumption: The Unleashing of China's E-Commerce Power" published on Sept 19, 2014, China’s e-Commerce growth for the next decade benefit from: 1) changing Internet user demographics towards 30+ year old age groups; 2) accelerating structural shift to online from traditional retail; 3) Chinese government’s massive support for urbanization and domestic consumption; 4) proliferation of affordable smart devices; 5) improving wireless and transport infrastructures in lower tier and rural markets, and 6) rising consumer demand for better quality, design & fashion, authenticity and timely delivery. Growth driven by mix shift towards Tmall, and improving mobile monetization. We expect Alibaba, as the largest e-Commerce player, to sell to...
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...May I beg that you will write at once to the mother of this unfortunate woman--to Mrs. Catherick--to ask for her testimony in support of the explanation which I have just offered to you?" I saw Miss Halcombe change colour, and look a little uneasy. Sir Percival's suggestion, politely as it was expressed, appeared to her, as it appeared to me, to point very delicately at the hesitation which her manner had betrayed a moment or two since. I hope, Sir Percival, you don't do me the injustice to suppose that I distrust you," she said quickly. "Certainly not, Miss Halcombe. I make my proposal purely as an act of attention to YOU. Will you excuse my obstinacy if I still venture to press it?" He walked to the writing-table as he spoke, drew a chair to it, and opened the paper case. "Let me beg you to write the note," he said, "as a favour to ME. It need not occupy you more than a few minutes. You have only to ask Mrs. Catherick two questions. First, if her daughter was placed in the Asylum with her knowledge and approval. Secondly, if the share I took in the matter was such as to merit the expression of her gratitude towards myself? Mr. Gilmore's mind is at ease on this unpleasant subject, and your mind is at ease—pray set my mind at ease also by writing the note." "You oblige me to grant your request, Sir Percival, when I would much rather refuse it." With those words Miss Halcombe rose from her place and went to the writing-table. Sir Percival thanked her, handed her a...
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...He went to where Miss Mijares sat, a tall, big man, walking with an economy of movement, graceful and light, a man who knew his body and used it well. He sat in the low chair worn decrepit by countless other interviewers and laid all ten fingerprints carefully on the edge of her desk. She pushed a sheet towards him, rolling a pencil along with it. While he read the question and wrote down his answers, she glanced at her watch and saw that it was ten. "I shall be coming back quickly," she said, speaking distinctly in the dialect (you were never sure about these people on their first visit, if they could speak English, or even write at all, the poor were always proud and to use the dialect with them was an act of charity), "you will wait for me." As she walked to the cafeteria, Miss Mijares thought how she could easily have said, Please wait for me, or will you wait for me? But years of working for the placement section had dulled the edges of her instinct for courtesy. She spoke now peremtorily, with an abruptness she knew annoyed the people about her. When she talked with the jobless across her desk, asking them the damning questions that completed their humiliation, watching pale tongues run over dry lips, dirt crusted handkerchiefs flutter in trembling hands, she was filled with an impatience she could not understand. Sign here, she had said thousands of times, pushing the familiar form across, her finger held to a line, feeling the impatience grow at sight of the man...
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...Contact Information for Teaching Staff at Thomas Knyvett College If you email a member of staff please allow 48 hours for a response. If it is an urgent matter please contact a member of the SLT or your son/daughter’s House Leader. Senior Leadership Team Mrs Miss Mr Mr Mr Miss Mrs Mrs Mrs Miss Miss Mr Mrs Mrs Ms Mr Mrs Mrs Mrs Miss Miss Miss Miss Mrs Mr Miss Mrs Miss Miss Mr Ms Ms Mrs Mrs Miss Mrs Mrs Miss Mr Mrs Mr Mrs Mrs Miss Miss Miss Ms Miss Miss Miss Mrs Janise Farrah Andrew Sheldon Chris Freya Claire Valerie Inma Seema Allison Adam Sian Kapila Theresa David Aimi Correen Jackie Emma Tanya Joann Alison Rachel Nick Abigail Wendy Lauren Isobel Andy Megan Mazie Carolyn Priscilla Preetpal Gurinder Sian Emily Steven Christine David Susan Vanessa Hayley Jean Azmari Linda Laura Nicole Hayley Tanya Marillat Thantrey Ward Snashall Bellamy Oliver Parsons O’Keeffe Alvarez Balrai Bates Belbin Bolsh Chalisgaonkar Chambers Chapman Curtis Danks Dillaway Edge Ellis Epps Fairclough Foley Fowler Frith Grantham Jankowski John Knott Lister Lloyd-Smith Manwaring Naicker Nashad Oberai Reeve Razzell Ratsakatika Reilly Retsinas Rowntree Russell Sculpher Semadeni Shikder Strachan Thomas Vernon Warren Zaheer JMa FTh AWa SSn CBe FOL CPa VOk IAL SBa ABa ABe SBo KCh TCh DCh ACs CDa JDi EEd TEl JEp AFa RFo NFo AFr WGr LJa IJo AKn MLi MSm CMa PNa PNd GOi SRv ERa DRa CRe SRe SRe VRu HSc JSe ASh LSt LTh NVe HWa TZa Head of School Deputy Head Assistant Head Assistant Head Cross Phase Assistant Head Partnership...
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...Article 86 of the Uniform Code Of Military Justice. This Article covers Point and Place of Duty. That means from PT formation to COB that is where you will be. What a lot of Soldiers do not understand that includes appointments made by them or someone else. We have appointment times, SP times, formation times and many other start times that dictate we will be there. If a Convoy has an SP time of fifteen hundred hours and the Soldiers decide to show up late because they did not feel like getting ready on time people could die. If they rolled out on time, they may have avoided the ambush or avoided the Vbid that hit them in the bottleneck. It sounds extreme but time management plays a critical role in the Army. When you make an appointment that spot has been reserved for you. That means if you have been given the last slot someone else is going to have to wait for another one to open up. This could be one day or one month. And because you missed it someone else is still going to have to wait when they could have had that spot and been there. If you are going to miss the appointment or cannot make it due to mission they do allow us to cancel the appointment with in twenty four hours. The Army allows us to make appointments for whatever we need. Be it for a medical appointment, house goods, CIF, Smoking Sensation or whatever we need these recourses are available to us. But when Soldiers start missing appointments theses systems start to become inefficient. What a lot of Soldiers do...
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...THE VIRGIN by Kerima Polotan Tuvera 1) He went to where Miss Mijares sat, a tall, big man, walking with an economy of movement, graceful and light, a man who knew his body and used it well. He sat in the low chair worn decrepit by countless other interviewers and laid all ten fingerprints carefully on the edge of her desk. She pushed a sheet towards him, rolling a pencil along with it. While he read the question and wrote down his answers, she glanced at her watch and saw that it was ten. "I shall be coming back quickly," she said, speaking distinctly in the dialect (you were never sure about these people on their first visit, if they could speak English, or even write at all, the poor were always proud and to use the dialect with them was an act of charity), "you will wait for me." As she walked to the cafeteria, Miss Mijares thought how she could easily have said, Please wait for me, or will you wait for me? But years of working for the placement section had dulled the edges of her instinct for courtesy. She spoke now peremtorily, with an abruptness she knew annoyed the people about her. When she talked with the jobless across her desk, asking them the damning questions that completed their humiliation, watching pale tongues run over dry lips, dirt crusted handkerchiefs flutter in trembling hands, she was filled with an impatience she could not understand. Sign here, she had said thousands of times, pushing the familiar form across, her finger held to a line, feeling...
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...accompanied her on the guitar. Their favorite location was in front of the White Elephant Saloon at Thirteenth and Elm streets in the heart of the city’s African American community. Her older brother, Clarence left home in 1904 to join a small traveling troupe owned by Moses Stokes. “If Bessie had been old enough she would have gone with him,” Clarence’s widow, Maud, said. “That’s why he left without telling her, but Clarence told me she was ready, even then. Of course, she was only a child.” 334 Clarence returned to Chattanooga in 1912 with the Stokes Troupe. He arranged for its managers, Lonnie and Cora Fisher to give Bessie an audition. She was hired as a dancer rather than a singer, because the company also included the unknown singer, Ma Rainey. Bessie eventually moved on to performing in various chorus lines, making the 8"81" Theater in Atlanta her home base. She became its biggest star after signing with Columbia Records. She moved to Philadelphia in 1923, and began her recording career. There she met and fell in love with Jack Gee, a security guard. They married June 7, 1923, just as her first record was released. During the marriage, which was stormy with infidelity on both sides, Bessie became the highest paid black entertainer of the day, heading her own shows, which sometimes featured as many as 40 troupers, and touring in her own railroad car. Gee was impressed by the money, but never adjusted to show business life, or to Bessie’s bisexuality. In 1929, when she...
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...was a member of the “Kissy girls”, whose job was to hunt boys down and kiss them till they screamed. Another hobby was to collect snakes and lizards. She even had a favourite lizard, called Vladimir. Later she was a student at Beverly Hills High School far from being beautiful. She wore braces, glasses and was painfully skinny. So the students teased her but they didn’t know that she had an impressive collection of knives. Her movie career At the age of seven she appeared in her first movie but her breakthrough came with Girl, Interrupted. It followed her big hit: her role in Tomb Raider, where she had to master a British accent. She had to become familiar with kick-boxing, street-fighting, yoga and ballet. In 2005 she released Mr. and Mrs. Smith, where she and Brad Pitt starred as a bored couple. Now she is married with Brad Pitt and although she is committed to motherhood she does charitable work...
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...Case Study: Should Alibaba Group Centralize? Jack Ma founded the technologically evolving and economically progressing business, Alibaba Group. Ma saw the potential of the Internet early on and created a multifaceted conglomerate, capturing a business market at its foundation. His goal was to provide a simple, efficient e-commerce platform and now holds half of the B2B in China. Wherever there was a need, Ma would adapt and create different business units to effectively provide the service. Alongside online trading, Ma provided a platform for retailers, individuals, payment services, management solutions, and an entertainment portal. Alibaba Group developed synergies within the units and subsidiaries to coordinate ideas, spread resources, and develop additional units to complement each other. He down streamed manufacturers provided a cheap storefront and added value services (such as keyword bidding and commission based sales). His model was unlike any other at the time. This kind of consolidation, led to competition among the subsidiaries. This kind of competition, however, has inspired efficiency and differentiation. Ma promoted collaboration and created cross-business and cross-functional teams. The business units also did not depend on large teams but rather channeled its focus on engineering and customer service. By the mid 2000’s, China had transitioned into a primarily private economy—which ultimately brought the nation to an economic boom. By 2009, 70% of Alibaba...
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