Emotional Dissonance and Customer Service: An Exploratory Study Craig C. Julian ABSTRACT. In this paper‚ the broad context for the study of emotional dissonance and its importance to marketing is set out. The relevant literature on emotional dissonance‚ its antecedents and outcomes are introduced together with the knowledge gap in the literature. The conceptual framework of emotional dissonance is expanded via exploratory research using case studies in order to identify the key issues and the
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What is conflict? Explain causes‚ effects and strategies of managing conflicts in an organisation What is conflict? Conflict can arise when two or more people or individuals in an organisation have different interests and they pursue these interests intensely. It can also occur when people in a group have different opinions about something even though they both are working to attain the same goal; they just cannot agree on how to go about it. Therefore‚ conflict can be defined as a process that
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Cultural Differences and Emotional Intelligence Abstract During an the assessment of several countries‚ values of open-mindedness‚ inclusion‚ respect and tolerance are more likely to be attained within a prospectus that encourages the increase of Emotional Intelligence (EI). In this research paper‚ the role of EI in determining leadership effectiveness was reviewed to explain emotional characteristics specific to five countries: Nigeria‚ Mexico‚ Russia‚ Argentina‚ and China
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Name: Stefany Chen 陳子妤 Music Dpt. 104 ID: 40090134M Summery: Basically‚ there are three distinctions describing about Culture and Conflict in this article. One common cultural difference is between what is commonly called High-context and Low-context cultures. These terms refer to the degree to which speakers use nonverbal cues to convey their messages. High-context cultures communicate with messages that assume a lot--they depend on an understanding of the
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There are conflicts at Doe’s just as there are at any other places of employment. In order to fix them one of the negotiation strategies could be used. Negotiation “is the process in which two or more interdependent individuals or groups who perceive that they have both common and conflicting goals state and discuss proposals and preferences for specific terms of a possible agreement. Negotiation often includes a combination of compromise‚ collaborations‚ and possibly some forcing conflict-handling
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A Good Man is Hard to Find: Character and Conflict “A Good Man is Hard to Find”‚ written by Flannery O’Connor‚ follows the summer vacation of a family in Florida coming from Georgia. While driving‚ the family’s car ends up in a crash after a chain of events caused by the grandmother. In an attempt to rectify the situation‚ the grandmother waves down a passing car‚ only for the passengers to step out with guns in hand. After shouting out her sudden realization that one of the men is an escaped
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Danielle Frawley "Conflict impacts greatest on the most vulnerable" When confronted with conflict it is the vulnerable who suffer the greatest as the powerful are indifferent to them. Vulnerability‚ encountering conflict and how people respond to conflict are unavoidable experiences worldwide. But ultimately vulnerability depends on the situation that a person is in. When it comes down to powerful verses the defenceless‚ it is the weak who are influenced the most by conflict as the powerful do
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The Tiv-Jukun Ethnic Conflict and the Citizenship Question in Nigeria Moses T. ALUAIGBA Aminu Kano Centre for Democratic Research and Training‚ Bayero University‚ Kano Abstract The negative consequences of the Tiv-Jukun ethnic conflict and other similar conflicts in Nigeria have stimulated the debate on citizenship in the country. This debate is driven by questions that hinge on contestable issues such as who is an indigene in Nigeria‚ why should other Nigerians be termed non-indigenes‚ settlers
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The Emotional Competence Inventory (ECI) assessment is divided into four major quadrants‚ self-awareness‚ self-management‚ social awareness‚ and relationship management. Of the four quadrants my lowest scores were in self- management‚ with average scores of 3.3 and 3.6. Also according to the test‚ my highest scoring category was self-awareness with scores of 4 and 5. Within each of the quadrants there are sections that further explain your personality‚ such as‚ trustworthiness‚ self-awareness‚ influence
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EXECUTIVE SUMMARY Conflict is a process that begins when one party perceives that another party has negatively affected‚ or is about to be negatively affect‚ something that the first party cares about. It also encompasses a wide range of conflicts that people experience in organizations. Conflicts are usually caused by poor communication‚ lack of openness and failure to respond to employee needs. Human Relations View Conflict as the belief that conflict is a natural and inevitable
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