Using a sample of 281 frontline service employees of a national retail bank, we test a social exchange model of antecedents of three dimensions of customer-oriented boundary-spanning behaviors suggested by prior boundary-spanning and services marketing/management literatures: external representation, internal influence, and service delivery. In support of our hypotheses, we identify fully media...

This paper examines how a team of software professionals goes about estimating the effort of a software project using a judgment-based, bottom-up estimation approach. By employing a social practice perspective that highlights the distributed character of expertise and conceives actions as mediated by cultural tools, the paper analyzes the interactional process through which the estimation tasks...

The aim of the present study was to investigate whether use video recordings interactions involving persons with aphasia and speech-language pathology students enhance students’ competence as conversation partners people communicative disabilities. A further explore experiences perspectives from viewpoint both participating aphasia. Six met 34 speech language in pairs for 10 minutes conversatio...

studies in cognitive linguistics have highlighted the importance of metaphors for language teaching. metaphoric competence, as an important aspect of intelligence, can contribute to the learning of languages. most textbooks in esl/efl avoid the issue of figurative language and concentrate only on the denotative aspects of language. this article reports a study conducted at the islamic azad univ...

This article describes the use of emotion talk in the context of using a manualised approach to family therapy where the presenting problem is self-harm. Whilst we understand that there is an internal aspect to emotion, we also consider emotions to be socially purposeful, culturally constructed and interactional. We found that within the presenting families, negative emotions were often talked ...

BACKGROUND Before the 1970s, research into the development of clinical competence was mainly focused on general problem-solving abilities. The scope of research changed when Elstein and colleagues discovered that individual ability to solve clinical problems varies considerably across cases. It was concluded that problem solving abilities are highly dependent on domain-specific knowledge rather...