Georgia College & State University

About: Georgia College & State University is a education organization based out in Milledgeville, Georgia, United States. It is known for research contribution in the topics: Population & Context (language use). The organization has 950 authors who have published 1591 publications receiving 37027 citations.

Problematic customers and customer service employee retaliation

Abstract: Purpose – The purpose of this paper is to examine the effects of problematic customer behaviors on customer service employee (CSE) attitudes and subsequent retaliation toward customers. Design/methodology/approach – Data from five semi-structured in-depth interviews and a structured survey with 434 responses are used to develop and test the theoretical model. CSEs working in different call center companies serving American and European customers were approached using an established survey panel. Findings – Results using partial least squares methodology showed that problematic customer behaviors have significant effects on emotional dissonance and drain CSEs emotionally. Negative emotional reactions are positively impacted by higher emotional dissonance and exhaustion levels and, subsequently, lead to higher employees’ retaliation. Research limitations/implications – For implications, this study provides an understanding of the relationship between problematic customer behaviors and CSEs’ retaliation. Fut...

The relationship between hamstring length and gluteal muscle strength in individuals with sacroiliac joint dysfunction

Abstract: It has been suggested that tight hamstring muscle, due to its anatomical connections, could be a compensatory mechanism for providing sacroiliac (SI) joint stability in patients with gluteal muscle weakness and SIJ dysfunction. The purpose of this study was to determine the relationship between hamstring muscle length and gluteal muscle strength in subjects with sacroiliac joint dysfunction. A total of 159 subjects with and without low back pain (LBP) between the ages of 20 and 65 years participate in the study. Subjects were categorized into three groups: LBP without SIJ involvement (n553); back pain with SIJ dysfunction (n553); and no low back pain (n553). Hamstring muscle length and gluteal muscle strength were measured in all subjects. The number of individuals with gluteal weakness was significantly (P50.02) higher in subjects with SI joint dysfunction (66%) compared to those with LBP without SI joint dysfunctions (34%). In pooled data, there was no significant difference (P50.31) in hamstring muscle length between subjects with SI joint dysfunction and those with back pain without SI involvement. In subjects with SI joint dysfunction, however, those with gluteal muscle weakness had significantly (P50.02) shorter hamstring muscle length (mean5158i11u) compared to individuals without gluteal weakness (mean5165i10u). There was no statistically significant difference (P.0.05) in hamstring muscle length between individuals with and without gluteal muscle weakness in other groups. In conclusion, hamstring tightness in subjects with SI joint dysfunction could be related to gluteal muscle weakness. The slight difference in hamstring muscle length found in this study, although statistically significant, was not sufficient for making any definite conclusions. Further studies are needed to establish the role of hamstring muscle in SI joint stability.

In Defense of Silos: An Argument Against the Integrative Undergraduate Business Curriculum

Abstract: The literature urges business schools to change their undergraduate curricula in response to changes in the models and methods currently used by corporate America. Critics contend that business sch...