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"Rapport"
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The Indian textile sourcebook : patterns and techniques
\"Indian textile designs express dazzling inventiveness and creativity, from the woven silks of royalty to the simple block-printed patterns. This authoritative sourcebook overflows with colour and patterns to inspire and inform. The introduction gives an overview of Indian textiles, including methods by which they were made and their intended uses. The book is divided into three chapters defined by pattern style: Florals, Figurative and Geometric. Each comprises an introduction to the style's history, and demonstrates the techniques of structure, surface and embellishment patterning. A wealth of cross-referencing by theme and process makes this a uniquely useful resource. Over 300 breathtaking and hugely varied designs are examined here in detail through close-up shots of the pattern and material alongside a thoughtful examination of the reverse of many fabrics, demonstrating different weaving techniques so that the reader can see precisely how the textile was made.\" -- V&A website.
Book
Hoe innovatie-ecosystemen burgerparticipatie bevorderen met behulp van opkomende technologieën in Portugal, Spanje en Nederland
In dit rapport wordt onderzocht hoe actoren in Portugal, Spanje en Nederland interacteren en samenwerken om bij te dragen aan de ontwikkeling van opkomende technologieën voor burgerparticipatie. Door middel van diepgaand onderzoek en een analyse van de motivaties, ervaringen, uitdagingen en factoren die dit opkomende maar veelbelovende gebied mogelijk maken, presenteert dit rapport een uniek grensoverschrijdend perspectief op innovatie-ecosystemen voor burgerparticipatie met behulp van opkomende technologie. Het bevat lessen en concrete voorstellen voor beleidsmakers, vernieuwers en onderzoekers die op technologie gebaseerde burgerparticipatie-initiatieven willen ontwikkelen.
Journal Article
Call me by my name: The effects of addressing customers by their names, the underlying mechanisms, and the boundary conditions
Addressing customers by name is widely promoted as a best practice in frontline service, yet its true impact on customer experiences, the psychological mechanisms underlying it, and boundary conditions remain insufficiently understood. Using a real-world field experiment capturing actual sales and upselling behavior and three online experiments, we systematically examine employee-initiated name usage as a frontline interpersonal influence tactic, its key linguistic (frequency, placement) and contextual (neutral vs. embarrassing) boundary conditions, and the psychological processes that may underlie its effects. Our findings reveal a clear duality: while employees addressing customers by name can enhance satisfaction and drive upselling effectiveness, this same practice can diminish satisfaction when overused, misused, or applied in embarrassing contexts. Further, a dual‑process mechanism emerges: rapport explains when name usage improves outcomes, whereas discomfort explains when it backfires. Taken together, this research offers new insights into the dynamics of name‑based personalization in service, conceptualizing employee‑initiated name usage as a specific personalization‑based influence tactic that carries both interpersonal benefits and potential unintended negative consequences for customers and firms.
Journal Article
The Effects of Rapport Building on Information Disclosure in Virtual Interviews
Rapport building has been identified as an effective tool when interviewing victims and witnesses of events that may be sensitive in nature. The objective of this study was to examine the rapport-building process within a virtual interviewing context. Participants (
N
= 94) were shown a sexual education video and then questioned about the content of the video in a live virtual interview using either a rapport (e.g., empathy, personalization, smiling) or no-rapport (e.g., flat tone, no smiling, no personalization) approach. Results showed that perceived rapport was much higher in the rapport condition compared to the no-rapport condition (
d
= 1.47). Participants in the rapport condition also provided substantially more dialog (
d
= 0.85) and reported more accurate details (
d
= 0.42) in the substantive phase of the interview than those in the no-rapport condition. Implications of this study for investigative interviews conducted virtually will be discussed.
Journal Article
From Challenge to Opportunity: Virtual Qualitative Research During COVID-19 and Beyond
COVID-19 has required researchers to adapt methodologies for remote data collection. While virtual interviewing has traditionally received limited attention in the qualitative literature, recent adaptations to the pandemic have prompted increased discussion and adoption. Yet, current discussion has focussed on practical and ethical concerns and retained a tone of compromise, of coping in a crisis. This paper extends the nascent conversations begun prior to the pandemic to consider the wider methodological implications of video-call interviews. Beyond the short-term, practical challenges of the pandemic, these adaptations demonstrate scope for longer-term, beneficial digitalisation of both traditional and emergent interview methods. Updating traditional interview methods digitally has demonstrated how conversion to video interviewing proves beneficial in its own right. Virtual focus-group-based research during COVID-19, for example, accessed marginalised populations and elicited notable rapport and rich data, uniting people in synchronous conversation across many environments. Moreover, emergent interview methods such as the Grid Elaboration Method (a specialised free-associative method) demonstrated further digitalised enhancements, including effective online recruitment with flexible scheduling, virtual interactions with significant rapport, and valuable recording and transcription functions. This paper looks beyond the pandemic to future research contexts where such forms of virtual interviewing may confer unique advantages: supporting researcher and participant populations with mobility challenges; enhancing international research where researcher presence or travel may be problematic. When opportunities for traditional face-to-face methods return, the opportunity for virtual innovation should not be overlooked.
Journal Article
Emotional Calibration and Salesperson Performance
The authors propose that the emotional intelligence–sales performance link can be better understood by considering a salesperson's confidence in how they use emotions, known as emotional self-efficacy (ESE). Four multisource studies across diverse sales industries offer evidence of the interactive effect of a salesperson's emotional intelligence and ESE—which the authors term \"emotional calibration\"—on salesperson performance. They find that sales performance suffers when salespeople are either overconfident or underconfident in their emotional skills and that salespeople perform best when they are calibrated. Further, the authors demonstrate that the performance gains associated with emotional calibration (1) are attenuated when salespeople are under stress and (2) occur because emotional calibration encourages positive avoidance emotions (calmness and relaxation) among salespeople that result in improved customer rapport, but only among salespeople with relatively longer job tenures. Overall, the research highlights the critical role of ESE as an essential but neglected aspect of a salesperson's emotional competence.
Journal Article
Touch Versus Tech
Interpersonal exchanges between customers and frontline service employees increasingly involve the use of technology, such as point-of-sale terminals, tablets, and kiosks. The present research draws on role and script theories to demonstrate that customer reactions to technology-infused service exchanges depend on the presence of employee rapport. When rapport is present during the exchange, the use of technology functions as an interpersonal barrier preventing the customer from responding in kind to employee rapport-building efforts, thereby decreasing service encounter evaluations. However, during service encounters in which employees are not engaging in rapport building, technology functions as an interpersonal barrier, enabling customers to retreat from the relatively unpleasant service interaction, thereby increasing service encounter evaluations. Two analyses using J.D. Power Guest Satisfaction Index data support the barrier and beneficial effects of technology use during service encounters with and without rapport, respectively. A follow-up experiment replicates this data pattern and identifies psychological discomfort as a key process that governs the effect. For managers, the results demonstrate the inherent incompatibility of initiatives designed to encourage employee–customer rapport with those that introduce technology into frontline service exchanges.
Journal Article
Investigating the influence of perceived humanization of service encounters on value creation of chatbot-assisted services
PurposeWhile prior research has examined customer acceptance of humanized chatbots, the mechanisms through which they influence customer value creation remain unclear. This study aims to investigate the emerging concept of Perceived Humanization (PH), examining how hedonic motivation, social influence and anthropomorphism influence value creation through the serial mediation of PH and trust. The moderating roles of rapport and social presence are also explored.Design/methodology/approachBased on data from an online survey involving 257 respondents, this study employs Partial Least Squares Structural Equation Modeling utilizing SmartPLS3 software.FindingsHedonic motivation leads to value creation via two routes: PH and affective trust; and PH and cognitive trust. Social influence and anthropomorphism also positively impact value creation through similar pathways. Rapport moderates the impact of social influence on PH, while social presence moderates the relationship between PH and both affective and cognitive trust. A cross-cultural analysis of China, India and New Zealand highlights varying cultural dimensions influencing PH and its effects on value creation.Practical implicationsFor practitioners in the tourism industry, the findings highlight the strategic importance of enhancing PH in chatbot interactions. By understanding and optimizing these elements, businesses can significantly improve their customer value-creation process.Originality/valueThis study contributes to the service marketing literature by generating a comprehensive framework for the comprehension and application of PH. Its cross-cultural perspective provides rich insights, offering valuable information for service marketers aiming to thrive in the dynamic and competitive tourism industry.
Journal Article
Dining with robots: An integrated perspective on functional, emotional and relational dimensions of customer experience
As service robots become increasingly embedded in hospitality settings, especially restaurants, understanding how customers experience and respond to these technologies is essential for advancing theory and informing design. This study examines how functional, emotional and relational dimensions jointly shape customer satisfaction and revisit intentions in the context of non-humanoid, task-oriented robots. Addressing gaps in existing adoption-focused models, the research integrates the stimulus–organism–response (S–O-R) framework with the USUS model to investigate how constructs such as service efficiency, enjoyment, friendliness, trust and rapport influence post-adoption engagement. Using data from 308 real-world restaurant customers and analysed through partial least squares structural equation modelling (PLS-SEM), the study explores both mediation and moderation pathways, including the roles of rapport and individual novelty-seeking tendencies. This work contributes to the human–robot interaction (HRI) and service marketing literature by shifting focus from humanoid social mimicry to functional robotic design’s affective and relational potential. The findings explain how emotional connection, operational performance and psychological traits shape sustained customer engagement with robotic services. Implications are offered for designing customer-centric, socially acceptable and operationally effective robot experiences in high-contact service environments.
Journal Article
The Relationship Between Teacher-Student Rapport and EFL Learners’ Engagement in Online Scaffolding Setting
Given the breakout of the Covide-19 pandemic, online L2 learning has become more popular than ever so traditional in-person classroom instruction is giving way to virtual learning. The different approaches to virtual L2 learning entail learners’ serious engagement to create their own learning pace. Instructors have a lasting effect on the students when they decide on how, where, and how well learners figure out and how they engage in interactions with each other. Engagement is concerned with rapport, which can be reinforced through scaffolding. Fostering rapport is claimed to improve engagement, degree of satisfaction, and collaboration, leading to effective engagement in the learning process. However, on the one hand, the relation between the two variables has not been examined in language learning, and on the other hand, they have not been investigated in an online scaffolding setting. In order to consider the issue, 586 EFL participants from universities in China were asked to take part in the study and they should answer two questionnaires, namely the student engagement instrument, and the teacher-student rapport scale. In so doing, 494 respondents were kept for the main analysis. The correlation between the two constructs through structural equation modeling (SEM) was 0.714, which is considered a significant and strong correlation. In a nutshell, some academic recommendations for educational stakeholders are provided.
Journal Article