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This paper presents a two-dimensional model of service process that is linked to customer encounter satisfaction and is modified by a customer's perceptual filters, including brand image and customer mood. The first dimension is comprised of fixed (structural) descriptors, while the second dimension consists of variable (situational) descriptors. The proposed model delineates eight descriptors in each dimension. Their origin in the services marketing literature is explained. The model suggests that service process and a customer's perceptual filters both have a direct influence on encounter satisfaction. The utility and limitations of the proposed model are discussed. [ABSTRACT FROM AUTHOR]

The article discusses the historical background of the development of research paper in English curriculum for secondary and postsecondary education in the U.S. In 1987, the American education was transformed in the introduction of the German model of education with the fundamentals of learning, research and writing prior to the opening of Johns Hopkins University. Debate arose over the inclusion of research paper in high school curriculum that was linked with the debate over composition courses. Several alternatives of writing research paper were introduced in various article published between 1923 and 1980. A group of English teachers suggested various types of research presentation which often caters multiple media.

Offers suggestions on how to increase the interest of middle school students in revising and editing literary works. Motivation provided by the participation of students on a writing competition; Reactions of students on their revision and editing projects; Impact of writing on the self-image of students.

Shows what multigenre research papers can look like and discusses whether or not they are a feasible and useful option to the traditional research paper. Genres used in student papers; What the students thought about multigenre papers; Excerpts from papers and reflective comments from students.

Investigates dialogue journals as an English as a Second Language (ESL) learning strategy from the perspectives of students in an urban southwestern university in the United States. Multiple case study design; Growth of writing fluency and motivation; Learning through modeling; Need for adult ESL writing teachers to expand contexts for writing.

Discusses the use of cartooning one's concept of the writing process in teaching writing in a multicultural setting. Patterning of the activity on Black's (1991) strategy for gaining student perspectives; Prewriting strategies; Activity's influence on the teacher; Attention to individual differences.