Do they see the signs? Organizational response behavior to customer complaint messages

2021 ◽  
Vol 137 ◽  
pp. 116-127
Author(s):  
Sergej von Janda ◽  
Andreas Polthier ◽  
Sabine Kuester
Methodology ◽  
2010 ◽  
Vol 6 (3) ◽  
pp. 118-127 ◽  
Author(s):  
Dagmar Krebs ◽  
Juergen H.P. Hoffmeyer-Zlotnik

To examine whether starting a response scale with the positive or the negative categories affects response behavior, a split-ballot design using reverse forms of an 8-point scale assessing the subjective importance of job characteristics was used. Response behavior varied according to the scale format employed. Responses were more positive on the scale starting with the category “very important” (split 2). By contrast, the scale starting with the category “not at all important” (split 1) did not elicit more negative responses, but rather less positive ones. However, differences in response behavior did not systematically reflect the direction of the respective scales. Starting with the differences between the two split versions, the factorial structure of indicators assessing two dimensions of job motivation was tested for each scale type separately and then for both scale types simultaneously. Finally, models placing increasingly severe equality constraints on both scale types were tested. The paper concludes with a discussion of the results and desiderata for further research.


2020 ◽  
Author(s):  
Robert N Collins ◽  
David R. Mandel ◽  
Sarah S. Schywiola

Research suggests political identity has strong influence over individuals’ attitudes and beliefs, which in turn can affect their behavior. Likewise, firsthand experience with an issue can also affect attitudes and beliefs. A large (N = 10,362) survey (Pew Research and Ipsos W64) of Americans was analyzed to investigate the effects of both political identity and personal impact on individuals’ reactions to the COVID-19 pandemic. Results show that political identity (i.e., Democrat or Republican) and personal impact (i.e., personally affected or not) influenced different aspects of the American public’s reaction to COVID-19. Political identity exerted a strong influence on self-reports of emotional distress, threat perception, discomfort with exposure, support for restrictions, and perception of under/overreaction by individuals and institutions. Personal impact exerted a comparatively weaker influence on reported emotional distress and threat perception. Both factors had a weak influence on appraisal of individual and organizational and community responses. The dominating influence of political identity carried over into the bivariate relations among these responses. In particular, the appraisal of organizational response divided along party lines, tied to opposing views of whether there has been over- or under-reaction to the pandemic. The dominance of political identity has important implications for crisis management and reflects the influence of normative value differences between the parties, partisan messaging on the pandemic, and polarization in American politics.


Opflow ◽  
2000 ◽  
Vol 26 (6) ◽  
pp. 11-12
Author(s):  
David J. Hack
Keyword(s):  

2021 ◽  
pp. 000276422110031
Author(s):  
Laura Robinson ◽  
Jeremy Schulz ◽  
Christopher Ball ◽  
Cara Chiaraluce ◽  
Matías Dodel ◽  
...  

The tsunami of change triggered by the COVID-19 pandemic has transformed society in a series of cascading crises. Unlike disasters that are more temporarily and spatially bounded, the pandemic has continued to expand across time and space for over a year, leaving an unusually broad range of second-order and third-order harms in its wake. Globally, the unusual conditions of the pandemic—unlike other crises—have impacted almost every facet of our lives. The pandemic has deepened existing inequalities and created new vulnerabilities related to social isolation, incarceration, involuntary exclusion from the labor market, diminished economic opportunity, life-and-death risk in the workplace, and a host of emergent digital, emotional, and economic divides. In tandem, many less advantaged individuals and groups have suffered disproportionate hardship related to the pandemic in the form of fear and anxiety, exposure to misinformation, and the effects of the politicization of the crisis. Many of these phenomena will have a long tail that we are only beginning to understand. Nonetheless, the research also offers evidence of resilience on several fronts including nimble organizational response, emergent communication practices, spontaneous solidarity, and the power of hope. While we do not know what the post COVID-19 world will look like, the scholarship here tells us that the virus has not exhausted society’s adaptive potential.


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