Moment Of Truth Research Articles

To the Question of the Intensity of the Growth of Two Opposing Emotive Meanings: 'The Moment of Truth' and 'Hatred' (on the Material of Chingiz Abdullaev's English-language novel 'The Valour Of Giants')

To the Question of the Intensity of the Growth of Two Opposing Emotive Meanings: 'The Moment of Truth' and 'Hatred' (on the Material of Chingiz Abdullaev's English-language novel 'The Valour Of Giants')

It’s the moment of truth: a longitudinal study of touchpoint influence on business-to-business relationships

It’s the moment of truth: a longitudinal study of touchpoint influence on business-to-business relationships

Recent secondary contact, genome-wide admixture, and asymmetric introgression of neo-sex chromosomes between two Pacific island bird species.

Secondary contact between closely related taxa represents a "moment of truth" for speciation-an opportunity to test the efficacy of reproductive isolation that evolved in allopatry and to identify the genetic, behavioral, and/or ecological barriers that separate species in sympatry. Sex chromosomes are known to rapidly accumulate differences between species, an effect that may be exacerbated for neo-sex chromosomes that are transitioning from autosomal to sex-specific inheritance. Here we report that, in the Solomon Islands, two closely related bird species in the honeyeater family-Myzomela cardinalis and Myzomela tristrami-carry neo-sex chromosomes and have come into recent secondary contact after ~1.1 my of geographic isolation. Hybrids of the two species were first observed in sympatry ~100 years ago. To determine the genetic consequences of hybridization, we use population genomic analyses of individuals sampled in allopatry and in sympatry to characterize gene flow in the contact zone. Using genome-wide estimates of diversity, differentiation, and divergence, we find that the degree and direction of introgression varies dramatically across the genome. For sympatric birds, autosomal introgression is bidirectional, with phenotypic hybrids and phenotypic parentals of both species showing admixed ancestry. In other regions of the genome, however, the story is different. While introgression on the Z/neo-Z-linked sequence is limited, introgression of W/neo-W regions and mitochondrial sequence (mtDNA) is highly asymmetric, moving only from the invading M. cardinalis to the resident M. tristrami. The recent hybridization between these species has thus enabled gene flow in some genomic regions but the interaction of admixture, asymmetric mate choice, and/or natural selection has led to the variation in the amount and direction of gene flow at sex-linked regions of the genome.

Moments of Truth and Employee Empowerment: A Dynamic Duo for Customer Services

Moments of Truth and Employee Empowerment: A Dynamic Duo for Customer Services

The "House of Trust". A framework for quality healthcare and leadership.

In healthcare, improvement leaders have been inspired by the frameworks from industry which have been adapted into control systems and certifications to improve quality of care for people. To address the challenge to regain trust in healthcare design and delivery, we propose a conceptual framework, i.e. the "House of Trust". This House brings together the Juran Trilogy, the emerging concept of co-production in quality management and the multidimensional definition of quality, which describes core values as an integral part of the system to deliver person- and kin-centered care. In the "House of Trust" patients, their kin, healthcare providers, executives and managers feel at home, with a sense of belonging. If we want to build a care organization that inspires and radiates confidence to all stakeholders, highlighting the basic interactions between front- and back-office is required. An organization with both well-organized back- and front-offices can enable all to benefit from the trust each of them needs and deserves. A quality system does not depend on government inspection and regulations nor on external accreditation to develop itself into a House of Trust. Success will only be achieved if all involved continuously question themselves about the technical dimensions of quality and their core values during the "moment of truth".

‘From fail to prevail’ : How a salesperson’s communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal

ABSTRACT Service Failure and Recovery (SFR) is a crucial area of service industry due to the inevitability of service failures, yet firms often struggle with executing appropriate strategies. This research aims to identify the pinpoint optimal “moment of truth” adopting consumer forgiveness serves as a mediator of service recovery and customers’ overall satisfaction. The study focused on the importance of service providers’ communication sentiment during the apology delivery process in order to elicit authenticity from consumers during the recovery process. Data was collected through a survey from 350 individuals of different nationalities, including Chinese and Korean. A scenario-based experiment using self-administered questionnaires was also conducted. The findings indicate that communication sentiment that oriented in warmth have a positive impact on consumers’ willingness to forgive, while task-oriented and coldness-oriented styles have a negative effect. Additionally, consumers who are interdependent tend to be more influenced by communication sentiment when it comes to forgiveness. These results can be valuable for service firms to train their personnel and develop effective service recovery strategies that enhance consumer empathy and forgiveness.

Which aspects of patient experience are the ‘moment of truth’ in the healthcare context: a multicentre cross-sectional study in China

ObjectiveThis study aimed to examine the differential magnitude of associations between specific dimensions of patient experience and overall patient satisfaction.DesignA descriptive, cross-sectional design was used to collect patient experience and...

От клиометрики к гендерной революции: Нобелевская премия 2023 г. по экономике как момент истины

От клиометрики к гендерной революции: Нобелевская премия 2023 г. по экономике как момент истины

ТУРКМЕНІСТАН У ТЮРКОЛОГІЧНОМУ ДИСКУРСІ УКРАЇНИ (ЗА МАТЕРІАЛАМИ КНИГИ ҐУРБАНҐУЛИ БЕРДИМУХАМЕДОВА «ТУРКМЕНІСТАН – СЕРЦЕ ВЕЛИКОГО ШОВКОВОГО ШЛЯХУ»)

The article overviews questions of intercultural communication on the bases of text interpretation method, as they are proliferated in «Turkmenistan – the heart of great Silken way», the book by Gurbanguly Berdimuhamedov. The study shows the role of the Book for contemporary Ukrainian scientific society and its profile role in the study of Turkic languages discourse in Ukraine. It accentuates on semiotic meaning as well as on scientific and practical significance, on forming the certain informational background for the world of Turkic philology in Ukraine. Topicality of the problem is defined by necessity to figure out the scope of relevant informational content for new themes in cross-cultural studies in Turkic languages paradigm in Ukraine. Having analyzed the semiotic coding for concepts, proliferated by the Silken Way, in synchronic and diachronic aspects, such as – «SITY», «CARAVANSERAI» (the center of informational and cultural exchange), «ROAD», «HOSPITALITY», «FAMILY», we postulate the idea that Great Silken Way is a determined fact and the historical «moment of truth» for Turkmenistan and a discourse segment, permitting to solve urgent questions of existence of Turkmenia nation. Practical possibility for choice and absorbing all the highly cultural, which was accumulated by humanity for the whole period of its development, esthetic realizing of dialogism become the basic cluster architectonics for mental structure of Turkmenia society. The book, to our opinion, serves to complement background knowledge of Ukrainian people about rich cultural tradition of Turkmenistan and Turkmenia people’s contribution to world epistemology of humanism. In the report, the immanent bases of Turkmenia didactic discourse are explicated, and modules of Turkmenia vital energy are proliferated. Also, it shows role of Islam in parcellation of living space categories and ancient world’s conceptualization of Turkmenia nation. In the final part of the report we show the role of the Book in the process of restoring informational vacuum in ancient Turkic civilization for Ukrainian specialists on Turkic languages. There are all grounds to confirm that, thanks to deep explication of axiological motivations of Turkmenia people, the work will become weighty source for further generations of Ukrainian specialists in Turkic philology.

Codetermination’s Moment of Truth: Overseas Workers

Codetermination’s Moment of Truth: Overseas Workers

Examining the Influence of Mobile Payment Customer Experiences on Attitudinal and Behavioural Loyalty: Evidence from Tanzania

This study examined the influence dimensions of customer experience (CX) on attitudinal customer loyalty (ACL) and behavioural customer loyalty (BCL) in mobile payment (m-payment) service in Dar es Salaam, Tanzania. The unit of analysis employed was mobile payment customers, the sampling techniques used was convenient sampling and purposive sampling techniques to select service providers. Data analysis was conducted using Partial Least Square regression with sample size of 379 respondents. The results suggested that out of four dimensions of CX, moment of truth, peace of mind and outcome of focus have a significant positive relationship with both ACL and BCL. The product experience dimension revealed that in mobile payment context customer regards PEX as less important. The study recommends to managers to work on improving PEX through improving marketing strategies. Mobile phone operators/companies advocate customer experience in enhancing customer repurchasing and recommendations. The study contributes towards understanding of the role of customer experience in customer behavioural and attitudinal loyalty in mobile m-payment context. Also, the policymakers should support the provision of m-payment services, cross-product comparison and enhance freedom of choice.

“On the edge of glory and hanging on a moment of truth”: PgCAP in a rapidly changing and uncertain world

The last three years have seen rapid changes to learning, teaching and assessment in Higher Education. This paper shares our experiences of leading, teaching and reaccrediting a Postgraduate Certificate in Higher Education (PgCAP) during this time. The PgCAP, much like the staff enrolled on the course, has had to adapt, innovate, and experiment to meet the various challenges. This has included an unplanned move online, to a planned online approach, through to our current blended by design delivery method. Throughout we have sought to model best practice with the risks and rewards this brings. Our revised PgCAP was approved internally in 2022 and subsequently successfully reaccredited with Advance HE on the Professional Standards Framework (PSF). Some of this process was exciting: we felt at the forefront of changes to learning and teaching, to be charting new developments in technology and interaction which our learners could then use in their own teaching. But part of this process was also daunting, feeling we were one moment away from crashing and failing. We tried to learn from those failures and become comfortable working on the edge, with an ever-changing set of priorities and expectations (from ourselves, our learners, and our institution). Our case study: (1) reflects on the challenges, pressures and opportunities associated with PgCAP programmes to model best practice (even in times of crisis), (2) shares how our blended by design approach came about, how it works, and the feedback we have received from participants, (3) demonstrates how we refreshed our content, intended learning outcomes and assessments to map to the PSF 2023.

Using Patient Management Technology to Give Each Patient a Positive Experience

If you have ever ordered a product from Amazon, you know how seamless it is to “buy now.” Your order arrives in 24 to 48 hours. There is no need to reenter your address, payment method, or delivery options because they were previously stored by Amazon. Don’t you wish there was an option in healthcare that would provide patients with the same positive experience every time they interact with your practice? The good news is that we can replicate this seamless “Amazon” experience with our patients with new patient intake technology. This article discusses the patient service cycle and the “moments of truth” when patients interact with the practice. Imagine when we can seamlessly engage with our patients and manage those moments, and, like Amazon, deliver excellent care management. When these moments of truth are appropriately administered, we provide patients with a highly positive consumer experience while simultaneously delivering significant efficiencies to the practice.

How can companies better engage consumers in the transition towards circularity? Case studies on the role of the marketing mix and nudges

The purpose of this research is to analyze how companies adopt or transition towards circular business models through the 7Ps of the marketing mix, using ‘nudges’ as a support to engage consumers. Through multiple case studies in the beauty sector, the findings of this research present: a) adaptations in the 7Ps of the marketing mix and nudges that can support the communication of circularity to consumers of beauty sector products through simplicity, transparency and effectiveness in ‘moments of truth’; and b) the design of a framework that encapsulates how companies can progress towards circularity through the marketing mix. This research contributes to the debate around the “intention-behavior” gap issue in the circular economy transition providing evidence on how better engage consumers in circular systems via marketing tools to operationalize of circular business models, and the role of nudging to environmental awareness.

Moment of Truth in Atlanta

James Baldwin Review offers readers a reprint of a rare archival find, an article from Emerge magazine, first published in October of 1989, which ran with this abstract: “A magazine editor recalls working with his literary hero and getting to know the surprisingly vulnerable, charming, and often exasperating man behind the legend.”

The moments of truth: A qualitative exploration of service interactions between employees with disabilities in the food service industry, and their customers

This research, using in-depth qualitative interviews, aimed to disentangle the meanings of service interactions perceived by both employees with disabilities (EWDs), and their customers, based on their own experiences. The interviews were conducted with a total of twenty participants including ten EWDs and ten customers from foodservice organizations (e.g., restaurants and cafés) in Vietnam. The findings of the thematic analysis revealed that EWDs perceived service interactions with customers as opportunities to provide services characterized by ‘total attentiveness’, 'impressing customers’, and ‘social connection’, while their customers perceived the interactions as both opportunities for ‘genuine hospitality’, and ‘contributions to social change’. The implications of the findings are important for hospitality researchers and practitioners alike.

IndiGo Airlines in India: managing “moments of truth”

Learning outcomes The learning outcomes of this study are as follows:▪ to analyze service attributes that influence customers’ decisions to purchase services;▪ to identify the factors that influence customers’ perceptions of service quality;▪ to identify the “moments of truth” that the service provider (IndiGo) would need to monitor and manage through the service encounter; and▪ to use the Servuction model to analyze the various elements of the service process. Case overview/synopsis In May 2022, the chief executive officer of IndiGo Airlines - India’s largest passenger airline by market share, Ronojoy Dutta, faced flak over the airline staff's handling of a specially abled child travelling with his parents on IndiGo Airlines. The staff member, reacting to the tantrums of the disturbed child, had refused to allow the boy and his parents to board the flight. He had cited the “risk to other passengers” from the boy as the reason for such a refusal (Biswas, 2022). In spite of the boy’s parents being supported by their fellow passengers, the IndiGo staff member refused to relent, and the flight took off without the trio (Firstpost, 2022). The incident goes viral when a fellow flyer shares a Facebook post describing it first-hand and provokes widespread condemnation of the nation's “preferred airline” (IndiGo, 2023) by citizens and politicians on various social media platforms besides Facebook (Gupta, 2022). Dutta initially supports his employee even as he issues a statement expressing his regret at the “unfortunate incident” (Business Standard, 2022a). The regulatory body for aviation in India, the Directorate General of Civil Aviation, imposes a fine of INR 5 lakh on IndiGo for denying boarding to a specially abled child (Indian Express, 2022). How could an incident like this impact the perception of IndiGo’s service quality? How could Dutta better ensure that IndiGo managed the various touch points with the customer over the entire service encounter – the “moments of truth”? How could he prevent such a fiasco in the future, ensuring that IndiGo remains India’s “preferred airline”? Complexity academic level This case is intended to be taught in an undergraduate or MBA marketing course in a module on service marketing. The case can also form a 90-min module in a service marketing course within an advanced management or executive education program. Supplementary materials Teaching Notes are available for educators only. Subject code CCS 8: Marketing.

Религия и ее значение в социокультурном бытии человека: духовно-практические смыслы семейно-родовой памяти

The connecting elements of the spirituality and religiosity of the individual are social meanings. The human mind rests on them in moments of truth. The authors analyze the basic foundation of spirituality of an individual - the family-patrimonial memory of the Siberian community. This is an element of spiritual life, capable of constructing social and cultural ethical meanings, determining the fate of people, comprehending one’s existence. Meaning is an epistemological value. It acts as a reference point for the need for a person’s religious choice. Family and tribal memory has a stabilizing cultural-creative function necessary for the reproduction and maintenance of the social order, enshrined in spiritual practices. Family and tribal memory is defined by the authors as a system of ideas, stereotypes, united by a value-semantic core (family solidarity in understanding one’s historical identity) with the spiritual and activity bases of mental structures for assessing the dynamics of historical events, filled with a variety of personal meanings at the level of semantic functions and variability of semantic interpretations. Family-patrimonial memory is narrative. The study of family mnemonic narratives allowed the authors to determine the significance of sociocultural trauma in the evolution of understanding of their religiosity by members of the Siberian territorial community. The array of interviews with the older generation of Siberians was divided into thematic clusters containing the semantic positions of performing spiritual practices or refusing them. These meanings are passed on by older generations to their grandchildren as a symbolic spiritual capital that influences the behavior of young members of the community. The unity of religiosity and the inconsistency of the content of social memory is devoted to the author’s study of the attitude towards religion of the multi-confessional Siberian community.

Creating Customer Satisfaction to Customer Loyalty: The Role of Service Quality in Every 'Moment of Truth'

This study aims to examine a model that evaluates the relationship between the moment of truth, service quality, and customer satisfaction on loyalty. This research was conducted at courier logistics in Bekasi City, West Java Province, Indonesia. This research was conducted from June 2022 to February 2023. The population in this study are customers who have used courier logistic services for an unknown number. This study used a simple random sampling technique and for the sample, 138 respondents participated, but only 98 completed questionnaires were deemed useable. The data analysis uses the SEM-PLS technique. The results of this study are that there is a positive relationship between the moment of truth and customer satisfaction, where when the customer is using the delivery service for the first time and has a good impression of the company's services, it can affect perceptions about the ability and use of these services from time to time. The experience of using the service can change the priorities that underlie each customer's main reason. There is a positive influence between Service Quality on customer satisfaction, where when the delivery service company provides maximum service quality, customers will feel and will reuse their services which can even make these customers more loyal to the company. There is a positive influence between customer satisfaction on loyalty, the moment of truth has a positive influence on customer loyalty, and service quality has a positive influence on customer loyalty.

Drowned Out: Silence in Junot Díaz’s Short Stories

This study proposes the silence that defined Junot Díaz, as revealed in his New Yorker (2018) essay “The Silence,” also permeates his fiction. I explore how the artistic and ideopolitical function of silence in Drown (1996) informs violence and masculinity. The representations of sound and its absence, though seemingly innocuous, articulate hierarchies that reinforce and contest masculine codes, while gestures transform them. Drown’s stories are “moment of truth” narratives predicated on the rupture of silence and subsequent protagonist development. This essay elucidates Yunior’s complex relation to silence and his evolution from vocal boy to reticent adolescent and, eventually, to the author-narrator of the collection’s stories.