Browsing by Author "Cunha, Miguel Pina e"
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- Improvising at work: the differences between experts and novicesPublication . Batista, Maria da Graça Câmara; Cunha, Miguel Pina eImprovisation is being presented as a relevant process in organizational environments marked by speed and unpredictability, but it is still an under-investigated topic. The theoretical question for which we seek to provide a preliminary insight is: How does novice behavior differ from expert behavior with regard to the use of improvisational action? We build on the integration of several disciplines to advance a theoretical model. We predict that several constructs will have differential effects on lhe adoption of improvisation by experts and novices. The paper contributes to the literature by suggesting that unexpected events with be approached differently by peopte with different levels or expertise, something which in turn will have both theoretical and applied implications.
- Structuring the service encounter : a test of alternativesPublication . Batista, Maria da Graça Câmara; Cunha, Miguel Pina e; Rego, ArménioPurpose – This paper analyses the influence of three different forms of structuring the service encounter (standardization, spontaneity, minimal structure) on the perception of service quality and job satisfaction. Design/methodology/approach – A simulation of service interaction was elaborated, where individuals received different instructions related to the structure they should consider (standardization, spontaneity, minimal structure). This study was complemented by a correlational one that accessed the type of structure used and satisfaction with the service interaction. Findings − The results suggest that higher levels of job satisfaction and service quality exist when minimal structures are used. Research limitation/implications – The first part of the study is a simulation. Practical implications – The findings help practitioners make more informed choices concerning the structures they adopt to manage service encounters. Originality/value – The study empirically explores the application of minimal structures to the service encounter.