共查询到20条相似文献，搜索用时 46 毫秒
1.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
2.
Social information processing theory claims that computer-mediated communication users form impressions of others by utilizing available information in the web environment. As social networking sites offer a wider variety of cues, however, the environment has become increasingly complex. This study explores which cues influence computer-mediated communication users in a cue-rich environment. More specifically, based on the social identification and deindividuation model, we examined not only how others' opinions but also how the perceived age of the commenters and candidates influenced young people's impressions of political candidates. Participants (N = 520) were randomly placed into a 2 (positive/negative comments) × 2 (younger/older commenters) × 2 (younger/older candidate) design and exposed to a fictitious candidate's Facebook profile with unknown others' comments before reporting the candidate's trustworthiness. Although comments' valence was the strongest cue, the results showed that older commenters' opinions were more influential than young commenters'. This two-way interaction between comments' valence and commenters' age was significant only when the candidate was young, suggesting that social networking sites users utilize multiple cues depending on the situation. 相似文献
3.
Humor orientation (HO) is an individual difference variable that influences production and delivery of humorous communication. Prior research indicates that people who score higher on HO enact humor more frequently and effectively, which in turn leads to more benefits and advantages in a variety of social and psychological outcomes. Research reported here extends this line of analysis with HO for its relationship to a broad gauge measure of benefit, satisfaction with life, extending HO into understudied domains. This study compared Bulgarian adults (n = 100) to several American samples. Primary findings were that Bulgarians were similar to American samples overall but scored consistently higher than Americans on satisfaction with life (SWL). HO and SWL are correlated (r = .27), a medium effect size. 相似文献
4.
The spiral of silence (SoS) framework elaborates the factors that determine whether individuals are willing to express their opinions in public. Although previous scholarship has examined differences in between face-to-face and computer-mediated communication, research studies have rarely tested how perceived affordances of the channel influence whether individuals express opinions or self-censor. In this study (N = 399), we examine several propositions of SoS within the context of discussing police discrimination on Facebook. To extend the theory’s relevance to social networking sites, we examined how users’ perceptions of network association, social presence, anonymity, and persistence related to opinion expression. Findings indicate support for some of the theory’s original tenets, as well as the role of multiple perceived affordances in determining whether people will express an opinion to their online social network. We discuss the implications for measuring and understanding political expression and silencing on social media as well as offline. 相似文献
5.
Although young citizens may not always politically engage in the same fashion as their elders, research suggests they are using Facebook, Twitter, and other newer communication systems to mobilize politically both generally and around environmental issues. Given the declining environmental conditions facing young citizens, a national stratified quota sample of 1,096 U.S. parents and their children between the ages of 12 and 17 was conducted to investigate the factors potentially related to their efforts to persuade members of their online social networks to be more environmental. We believe that online peer persuasion is an important concept to investigate because peer persuasion can create subjective norms that ultimately may influence behavior. Hierarchical regression analysis revealed that, although parents influence youth behavior (Adj. R 2 = .11), the greatest variance in behavior was explained by the youth's own environmental self-efficacy, environmental news consumption, political interest, time spent online, gender, and environmental consumerism (ΔR 2 = .29). Youth political interest and environmental consumerism were especially important variables in the final model. Structural equation modeling reinforced that parental influence is primarily indirect. This study appears to be among the first to link environmental consumerism with youth online peer persuasion. 相似文献
6.
Adults who are 65 years or older have increasingly adopted social network sites (SNSs), Facebook in particular. Yet the ramifications of SNS use in this population remain understudied. Using a nationally representative sample of U.S. adults (N = 2,003), this study focuses on Facebook users (N = 1,138) and examines patterns of Facebook use by younger (aged 18–65 years) and older users (aged 65 or older), as well as the social benefits associated with older users’ Facebook use. Findings show that older users have different network structures, but the frequency of their visits and engagement in Social Media Relationship Maintenance Behaviors (SMRMB), a measure of perceived likelihood to engage with others via social media, do not significantly differ from those of younger users. Moreover, our results suggest that among older users (N = 98), the number of self-reported “actual” friends on Facebook and SMRMB positively predict perceived support, while SMRMB contributes to perceptions of access to useful information. Overall, the study highlights unique usage patterns and social benefits associated with Facebook use among older adults. As such, its findings provide insights for the future design of technological interventions to help older adults better access social benefits associated with SNS use. 相似文献
7.
ABSTRACT This experiment (N= 476) investigates how individuals evaluate political candidates who use informal communication on social media. We use expectancy violations theory (EVT) to predict that informal communication will lead to negative evaluations. Our results suggest that politicians’ use of informal communication on social media leads to expectancy violation, which decreases perceived credibility and lessens intention to support a candidate. This effect was not moderated by sex (male versus female) or age (young versus old) of the candidate, nor of participants being the same sex as the candidate. These findings suggest that political figures should use informal communication on social media with caution. 相似文献
8.
Daniel H. Mansson 《Communication Research Reports》2013,30(3):201-210
The purpose of this study was to further validate the newly developed Grandchildren's Received Affection Scale (GRAS). To that end, young adult grandchildren (N = 317) completed the GRAS, along with two previously established measures of affectionate communication and a social desirability scale. The results of a series of Pearson correlational analyses and an exploratory factor analysis provide support for the concurrent, construct, and divergent validity of the GRAS. Thus, the GRAS is an appropriate instrument to assess grandchildren's received affectionate communication from their grandparents. 相似文献
9.
10.
Michelle T. Violanti Stephanie E. Kelly Michelle E. Garland Scott Christen 《Communication Studies》2018,69(3):251-262
This study replicates and extends three widely cited instructional communication research studies regarding instructor clarity, humor, immediacy, and students’ learning: Richmond, Gorham, and McCroskey (1987), Wanzer and Frymier (1999), and Chesebro and McCroskey (2001). Students across four diverse institutions of higher education (N = 1,109) completed survey measures. Replication results suggest that findings from the original studies (clarity, humor, immediacy, and student learning) persist, and extension results, exploring verbal immediacy and perceived immediacy, reveal statistically significant correlations with the original studies’ variables. However, results of the replication and extension reveal measurement validity uncertainties that require further investigation. 相似文献
11.
Jolien Vangeel Kathleen Beullens Lien Goossens Leentje Vervoort Nathalie De Cock Wendy Van Lippevelde 《Mass Communication and Society》2016,19(4):452-475
Previous research found support for an association between exposure to alcohol-related media content and alcohol attitudes, intentions and behavior. Nevertheless, research on what makes young people susceptible to the occurrence of this relationship is scarce. The current study examined the behavioral activation (BAS) and inhibition system (BIS) as moderators of the relationship between soap opera viewing and alcohol attitudes. A cross-sectional survey was carried out among a sample of 922 adolescents (Mage = 14.96 years, SD = .85, 56% girls). Regression analyses showed no association between total television viewing and alcohol attitudes, but did confirm that soap opera viewing is associated with positive attitudes towards alcohol use. Moderation analyses indicated that BAS did not moderate this relationship, while BIS did; the relationship between soap opera viewing and positive attitudes toward alcohol was only significant for adolescents with a low BIS-profile. These results provide support for the premise that an elevated BIS protects adolescents from the effect of soap opera viewing frequency on their alcohol attitudes. 相似文献
12.
This study explores Facebook users’ management behaviors related to their—and their friends'—political communication via social media, utilizing the concepts of context collapse and self-presentation. A new two-factor measure of Facebook management was developed, pilot tested (N = 139) and implemented in a survey utilizing a national sample (N = 352) of individuals aged 18–29. Results indicated Facebook users are not generally engaging in the strategic management of political disclosures or the political content to which they are exposed. However, as network sizes increase, participants engage in more disclosure behaviors and make greater efforts to manage content exposure. Additionally, participants with strong political beliefs engage in more Facebook management behaviors, possibly indicating an effort to limit cognitive dissonance. 相似文献
13.
Jayeon Lee 《The Communication Review》2016,19(2):106-127
Guided by regulatory focus theory and framing, the present study analyzes how U.S. and British mainstream news organizations (N = 12) frame the current social media environment in their social media guidelines. The results indicate that news organizations dominantly frame the new environment as a risk to guard against, warning of the possible harm to their reputations and journalism norms such as accuracy and objectivity (prevention-focused), rather than as an opportunity to actively take advantage of (promotion-focused). 相似文献
14.
Nancy Muturi 《Communication Research Reports》2020,37(3):74-86
ABSTRACT The human papillomavirus (HPV) is one of the most common but preventable sexually transmitted infections that affect males and females but knowledge about it and vaccine uptake remain low. As organizations adopt eHealth communication strategies to communicate about HPV, this study examines the association between eHealth literacy (and related elements) and the motivators for HPV prevention that are based on the protection motivation theory. A survey was conducted among 472 young adults in Kenya and results show moderate eHealth literacy (M = 3.21, SD = 1.03) and online information seeking (M = 3.57, SD = 1.08) but low HPV knowledge and risk perception. eHealth literacy was correlated with HPV knowledge, perceived risk, self-efficacy, and response efficacy whereas online health information seeking were correlated with perceived seriousness of HPV infection. This study suggests examining the discrepancy between online information seeking and knowledge and the disparities in eHealth literacy among young adults in HPV communication. 相似文献
15.
Cary A. Greenwood 《Communication Research Reports》2016,33(3):269-274
This study delivered an employee-organization relationship survey to public relations executives and practitioners in Fortune 1000 companies. Almost two-thirds (64.3%) were the top-ranking public relations executives in their organizations, and most (79.2%) were paid $100,000 or more. Respondents had significantly higher scores on a majority (66.7%) of relationship outcome measures than did Millennials who worked for public relations agencies. The researcher found a statistically significant difference between salary categories at or above $100,000 and those below $100,000 on the combined dependent variables of trust, control mutuality, commitment, and satisfaction using a one-way between-groups multivariate analysis of variance: F(1, 50) = 4.586, p = .003; Wilks’ Lambda = .71; partial η2 = .29. Results may be explained by age and workplace variables and/or the higher compensation and benefits embodied in the concept of the Golden Handcuffs. Results also suggest that relationship-type scales are not reliable. 相似文献
16.
This study explored dyadic effects of communication competence, assessed through self-perceptions and other-perceptions, on relationship quality in same-sex platonic friendships. Undergraduate students recruited a same-sex platonic friend to participate in this study along with them. Participants (N = 310; dyads = 155) completed an online questionnaire assessing their own and their partner's communication competence as well as their own relationship satisfaction and commitment. Results from actor-partner interdependence model analyses revealed both actor and partner effects for self-perceptions and other-perceptions of communication competence on relationship satisfaction and commitment. Additionally, partners’ other-perceptions of communication competence moderated the relationship between actors’ other-perceptions of communication competence and relationship commitment. 相似文献
17.
A growing number of Americans are living with chronic health conditions that require informal, ongoing care from family members who are also in the paid labor force. In this exploratory study, communication privacy management is used to make sense of chronic caregiving (N = 48–64) and noncaregiving (N = 174–178) employees’ disclosure preferences, intentions, and behaviors in the workplace. We find that workers in general anticipate that they would disclose to many individuals at work about their caregiving, but employees actually disclose much less information to far fewer people at work when they occupy the chronic caregiver role. For chronic caregivers, positive perceptions about coworker supportiveness predict increased disclosure behaviors. Finally, future research directions as employers, workers, and policy makers prepare for the complex challenges associated with negotiating paid work and unpaid chronic caregiving are provided. 相似文献
18.
Jennifer A. Lyon Gretchen M. Kuntz Mary E. Edwards Linda C. Butson Beth Auten 《Medical reference services quarterly》2013,32(3):311-333
This study examines the emotional experiences and perceptions of librarians embedded into clinical care teams and how those perceptions affect their training and preparation needs. Qualitative research methodologies were applied to textual data drawn from focus groups (n = 21), interviews (n = 2), and an online survey (n = 167), supplemented by quantitative survey data. Phenomenological results show librarians experience strongly affective responses to clinical rounding. Important factors include personal confidence; relationships with team members, patients, and families; and the stressful environment. Analysis of librarians’ perceived educational needs indicates that training must address specialized subjects including medical knowledge, clinical culture, and institutional politics. 相似文献
19.
Joseph Erba Brock Ternes Piotr Bobkowski Tara Logan Yuchen Liu 《Communication Research Reports》2018,35(1):42-47
This study evaluated the sampling methods and sample populations used in all U.S.-based survey and experimental mass communication studies published between 2000 and 2014 in six major journals (N = 1,173). Most studies used nonprobability samples, and more than half used student samples. Experiments used more nonprobability and student samples than surveys. Funded studies used more probability and nonstudent samples than nonfunded studies. Implications of results pertaining to population validity and interpretations of findings for mass communication research are discussed. 相似文献
20.
This article elaborates on media-induced nostalgia as a mixed emotion elicited by remembering past media content and characters. It argues that social components of media consumption such as parasocial relationships (PSRs) play an important part in the elicitation of nostalgia. In an online study, participants (N = 96) remembered their individual media use and preferred media characters as children. Results show that media-induced nostalgia is significantly associated with PSRs to characters in the past. These findings are evaluated concerning their implications for future research on nostalgia and PSRs. 相似文献