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Dana Yagil

Bio: Dana Yagil is an academic researcher from University of Haifa. The author has contributed to research in topics: Service (business) & Service provider. The author has an hindex of 29, co-authored 81 publications receiving 2764 citations. Previous affiliations of Dana Yagil include Rambam Health Care Campus & Bar-Ilan University.


Papers
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Journal ArticleDOI
Dana Yagil1
TL;DR: In this article, the authors reviewed research on customer aggression and sexual harassment in service contexts along the following lines: 1) Antecedents of customer misbehavior as reflected in organizational perceptions, customer motives (e.g., low level of perceived risk) and role-related risk factors (e) dependence on customer, working outside the organization, climate of informality); 2) the effect of customer aggression on service provider well-being, work-related attitudes and behavior; 3) Coping strategies used by service providers in response to customer aggression, and 4) a comparison

273 citations

Journal ArticleDOI
Dana Yagil1
TL;DR: In this paper, the authors examined gender and age-related differences in drivers' normative motives for compliance with traffic laws and in gain-loss considerations related to driving. And they found that younger drivers and male drivers express a lower level of normative motivation to comply with traffic law than do female and older drivers.
Abstract: The study examined gender and age-related differences in drivers’ normative motives for compliance with traffic laws and in gain–loss considerations related to driving. Two age groups of male and female students, totaling 181 respondents, completed a questionnaire measuring several normative motives for compliance with traffic laws, perceived gains and danger involved in the commission of traffic violations, and the frequency of committing various driving violations. The results show that younger drivers and male drivers express a lower level of normative motivation to comply with traffic laws than do female and older drivers. The lowest level of perceived importance of traffic laws relative to other laws was found among young male drivers. The commission of traffic violations was found to be related more to the evaluation of traffic laws among men and younger drivers, compared to women and older drivers. The perceived danger involved in the commission of a driving violation, however, was found to constitute much more of a factor among women than among men before the commission of traffic violations. Perceived gains involved in the commission of violations were more strongly pronounced among older drivers than among younger drivers. Results are discussed concerning different types of attitude–behavior relationships in the context of driving.

265 citations

Journal ArticleDOI
TL;DR: In this paper, the authors examined the associations between customer aggression and service providers' sense of empowerment, coping strategies, and burnout, and found that empowerment was negatively related to exhaustion and depersonalization while customer aggression was positively related to these dimensions of burnout.
Abstract: Research on workplace aggression has mainly investigated aggression on the part of supervisors or colleagues. Within the service context, however, customers constitute an additional major source of aggression. The study examines the associations between customer aggression and service providers' sense of empowerment, coping strategies, and burnout. Questionnaires measuring customer aggression, empowerment, coping strategies used to cope with customer aggression, and burnout (including exhaustion, depersonalization, and accomplishment dimensions) were completed by 228 service providers. The main results, based on path analysis, showed that empowerment was negatively related to exhaustion and depersonalization while customer aggression was positively related to these dimensions of burnout. Depersonalization was also positively related to emotion-focused coping. The accomplishment dimension was positively related to empowerment and problem-focused coping. Customer aggression and empowerment were negatively r...

231 citations

Journal ArticleDOI
Dana Yagil1
TL;DR: In this article, the authors examined pedestrians' self-reported road-crossing behavior in relation to beliefs regarding the consequences of the behavior incorporated in the health belief model, instrumental and normative motives for compliance with safety rules, and situational factors.
Abstract: The study examined pedestrians’ self-reported road-crossing behavior in relation to beliefs regarding the consequences of the behavior incorporated in the health belief model, instrumental and normative motives for compliance with safety rules, and situational factors. A questionnaire was administered to 205 students at two Israeli higher education institutions. The results show that crossing against a `Don’t walk' sign is predicted by perceived consequences of the behavior, as well as by normative motives. The results revealed consistent gender differences: women’s perception of their susceptibility to an accident resulting from an unsafe crossing is higher than that of men; women also report more than men that they are motivated by normative and instrumental considerations. Nevertheless, for women unsafe crossing is predicted only by instrumental motives, whereas for men both normative and instrumental motives predict unsafe crossing behavior. Among the situational variables, the presence of other pedestrians is related to the self-reported crossing behavior of women, whereas traffic volume is related to that of men. The results are discussed with regard to similarities and differences between pedestrians and drivers in compliance with safety laws.

181 citations

Journal ArticleDOI
Dana Yagil1
TL;DR: In this article, the authors examined the attribution of charisma to socially close and distant leaders and found that the ascription of extraordinary traits to the leader and the perception both of the leader as a behavioral model and of his confidence in the individual were related to a willingness to accept the leader's ideas.
Abstract: This study examined the attribution of charisma to socially close and distant leaders. Respondents were 554 Israeli combat soldiers who completed five questionnaires describing their perceptions of either their platoon commander or their battalion commander. The results showed that the attribution of charisma to socially close leaders is related to the ascription of extraordinary traits to the leader and to the perception both of the leader as a behavioral model and of his confidence in the individual. The attribution of charisma to distant leaders was related to a willingness to accept the leader's ideas, the perceived confidence of the leader in the group, the ascription of extraordinary traits to the leader, and a general positive impression of the leader. The results are discussed with regard to the influence of situational variables on the attribution of leadership qualities.

115 citations


Cited by
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Book
01 Jun 1976

2,728 citations

Journal ArticleDOI
TL;DR: In the 1966 paperback edition of a publication which first appeared in 1963 has by now been widely reviewed as a worthy contribution to the sociological study of deviant behavior as discussed by the authors, and the authors developed a sequential model of deviance relying on the concept of career, a concept originally developed in studies of occupations.
Abstract: This 1966 paperback edition of a publication which first appeared in 1963 has by now been widely reviewed as a worthy contribution to the sociological study of deviant behavior. Its current appearance as a paperback is a testimonial both to the quality of the work and to the prominence of deviant behavior in this generation. In general the author places deviance in perspective, identifies types of deviant behavior, considers the role of rule makers and enforcers, and some of the problems in studying deviance. In addition, he develops a sequential model of deviance relying on the concept of career, a concept originally developed in studies of occupations. In his study of a particular kind of deviance, the use of marihuana, the author posits and tests systematically an hypothesis about the genesis of marihuana use for pleasure. The hypothesis traces the sequence of changes in individual attitude

2,650 citations

Posted Content
TL;DR: The concept of customer engagement behaviors (CEB) as mentioned in this paper is defined as the customers' behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers, which includes a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action.
Abstract: This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action. The authors develop a conceptual model of the antecedents and consequences — customer, firm, and societal — of CEBs. The authors suggest that firms can manage CEBs by taking a more integrative and comprehensive approach that acknowledges their evolution and impact over time.

2,291 citations

Journal ArticleDOI
TL;DR: The concept of customer engagement behaviors (CEB) as discussed by the authors is defined as the customers' behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers, which includes a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action.
Abstract: This article develops and discusses the concept of customer engagement behaviors (CEB), which we define as the customers’ behavioral manifestation toward a brand or firm, beyond purchase, resulting from motivational drivers. CEBs include a vast array of behaviors including word-of-mouth (WOM) activity, recommendations, helping other customers, blogging, writing reviews, and even engaging in legal action. The authors develop a conceptual model of the antecedents and consequences—customer, firm, and societal—of CEBs. The authors suggest that firms can manage CEBs by taking a more integrative and comprehensive approach that acknowledges their evolution and impact over time.

2,180 citations