Suchergebnisse

The traditional harvest of wild resources carries significant nutritional, economic, and sociocultural values for rural residents in the Arctic, especially for Indigenous subsistence communities. Rural communities in the Alaskan Arctic have expressed concern that aircraft activity from industry, commercial hunting, research, and tourism disrupts their harvest of wildlife, particularly caribou (Rangifer tarandus). However, little research exists on how aircraft impact harvest opportunities. Our objective was to assess the extent of scientific knowledge on aircraft-harvester interaction in the Arctic through a systematic search of the available literature. We found that no peer-reviewed publications addressed the conflict between aircraft and harvesters in the region. Some literature addressed aircraft impacts to subsistence species, but did not discuss how those impacts would affect local harvesters. Most research has been directed towards studying aircraft impacts on wildlife or humans in urbanized areas rather than in rural, subsistence communities. Therefore, we expanded our review to draw from gray literature (e.g., public records, government documents) to synthesize the current state of concern and perceptions on aircraft disturbance to subsistence harvesters. Based on the gray literature, we found that harvester frustrations were primarily directed toward low-flying aircraft and non-local operations. However, an absence of quantitative information on the extent of interaction between aircraft activity and harvesters hinders an objective assessment of the conflict. Mitigating conflict will require research focused on this data gap and may begin with better cooperation among rural communities, aircraft users, and decision-makers. ; La récolte traditionnelle des ressources sauvages comporte d'importantes valeurs nutritionnelles, économiques et socioculturelles pour les résidents des milieux ruraux de l'Arctique, surtout pour les collectivités autochtones axées sur les récoltes de subsistance. Les collectivités rurales de l'Arctique alaskien s'inquiètent du fait que l'activité aérienne à caractère industriel, la chasse commerciale, la recherche et le tourisme perturbent la récolte de la faune, plus particulièrement le caribou (Rangifer tarandus). Cependant, peu de recherches ont été effectuées au sujet des incidences des aéronefs sur les possibilités de récoltes. Notre objectif consistait à évaluer l'étendue des connaissances scientifiques sur l'interaction entre les aéronefs et les récolteurs de l'Arctique en faisant le dépouillement systématique de la documentation disponible. Cela nous a permis de constater qu'il n'existe pas de publications révisées par des pairs au sujet du conflit entre les aéronefs et les récolteurs de la région. Certains documents abordaient les incidences des aéronefs sur les espèces de subsistance, mais ne déterminaient pas les effets de ces incidences sur les récolteurs de la région. La plupart des études portaient sur les incidences des aéronefs sur la faune ou les humains des secteurs urbains plutôt que des collectivités rurales de subsistance. Par conséquent, nous avons poussé notre dépouillement plus loin au point d'inclure la documentation parallèle (comme les dossiers publics, les documents gouvernementaux) afin de faire la synthèse de l'état actuel des préoccupations et des perceptions sur la perturbation causée par les aéronefs à l'égard des récolteurs de subsistance. La documentation parallèle nous a permis de découvrir que les frustrations des récolteurs concernaient principalement les aéronefs volant à basse altitude et les opérations qui ne sont pas locales. Toutefois, l'absence d'information quantitative sur l'étendue de l'interaction entre l'activité aérienne et les récolteurs nuit à l'évaluation objective du conflit. Pour atténuer ce conflit, il faudra faire des recherches visant à combler ce manque de données. Cela pourrait commencer par une meilleure coopération entre les collectivités rurales, les utilisateurs d'aéronefs et les preneurs de décisions.

In this article, the authors examine the organizational factors contributing to the successful commingling of employee service and sales responsibilities at the point of customer contact. Findings indicate that the key to successful commingling is a balanced orientation among customer contact personnel where their service and sales roles are viewed as complementary rather than contradictory. To ensure this, the organizational environment must support both service and sales roles, or it might run the risk of encouraging the cross-selling of additional products without creating employee concern for delivering customer satisfaction. In addition, the performance of both service and sales roles in an environment that is not conducive to these roles appears to adversely affect contact employee levels of felt stress.

This study introduces customer-perceived service climate, which captures an individual customer's perception of the extent to which a service organization teaches, prioritizes, and recognizes outstanding customer service through organizational practices and procedures. Such a perception is found to significantly and positively influence the outcomes of a customer's already positive interactions with other customers as well as temper outcomes associated with a customer's negative experience of another customer's dysfunctional behaviors. Longitudinal results demonstrate that customer-perceived service climate creates a potential "spillover" effect, where positive influences of a strong service climate benefit an organization in two ways—both through employee actions (as previous research shows) and through customer actions toward one another (i.e., supportive behaviors—as the current study demonstrates). The development of such supportive behaviors among customers is shown to be critical, as it is these support behaviors from other customers, and not positive or negative customer-to-customer (C2C) interactions themselves, that ultimately influence a customer's judgment of organizational service quality. Service organizations should be aware of the importance of developing positive customer perceptions of service climate to help in positively influencing C2C interactions as well as focusing upon the development of a service environment that enables C2C support behaviors.

Enquires how to develop theory that meets its own critical and theoretical standards and is at the same time empirically grounded and validated. (CP)