This piece of research is focused on service recovery and uses the RECOVSAT instrument to obtain data from a sample of complaining customers. The study comprises three main stages. The first stage includes a descriptive analysis of the incidence and consequences of complaints in several...

In a field study among 774 health-care workers, we demonstrated how locus of control and workplace conflict interact to affect the level of psychological strain. In addition we showed that this moderation was mediated by an active conflict management strategy

A field study involving a health-care institution was conducted, to examine the mediating influence of conflict responses on the relation between conflict and well-being. We tested the hypothesis that conflict at work and its responses resulted in the experience of more organizational stress and...

Recently, many universities have encouraged academic staff to rethink the delivery method for subjects and give consideration to the development of significant online components. Lecturers at James Cook University (JCU) are encouraged to include a variety of online resources in their subjects...

Very little research has investigated the comparability of telephone and face-to-face employment interviews. This exploratory study investigated interviewers' questioning strategies and applicants' causal attributions produced during semi structured telephone and face-to-face graduate...

In conjunction with the arrival of emerging technologies, many universities are encouraging their educators to rethink and reframe their teaching approaches and delivery methods. Integrating different types of media to enhance delivery of subject materials to higher education students is growing...

The last decade has witnessed a resurgence of organizational socialization research. However, a critical question has been neglected: Is there a common underlying pattern to organizational socialization? We investigated newcomer learning, job satisfaction and intent to quit as common indicators...

This study investigates the role of feedback in minimizing the psychological impact of a negative selection decision on job applicants. The method and findings of a laboratory experiment into subjects' reactions to rejection, combined with feedback on this decision as well as perceptions of...